Technical & Business Operations Analyst

All you need is...

• Serve as the first point of contact for customer incidents and service requests via phone, chat, tickets, and emails.
• Troubleshoot issues related to PC hardware, software installation, and network connectivity for both Windows and MAC environments.
• Provide remote support using tools like Bomgar and RDP to resolve issues with Microsoft Office 365 products, Outlook, Active Directory, and VPNs.
• Perform ticket analysis, service interruption analysis, and triaging of issues to ensure timely resolution within agreed SLAs.
• Escalate unresolved cases to relevant teams and maintain detailed documentation for further analysis.
• Have hands-on experience with Microsoft 365 tools, troubleshooting messaging and collaboration services like Exchange, ActiveSync, and Skype.
• Work with virtualization technologies such as VMware Horizon, Citrix, and VDIs for troubleshooting and resolving user issues.
• Handle antivirus and data loss prevention software issues, including troubleshooting with Windows Defender and Forcepoint.
• Manage problems related to Windows updates, software installations, and performance optimization for third-party applications.
• Set up user accounts, manage password resets, and handle Active Directory services for user and group management.
• Ensure seamless handover between shifts by tracking KPIs and following ITIL processes to manage incidents efficiently.
• Suggest improvements to procedures and contribute to the knowledge base to enhance the service process.
• Support the rollout of new applications, test and evaluate new technologies, and maintain systems with the latest software and hardware configurations.
• Maintain clear communication with customers, ensuring a positive support experience and strong customer relationships.
• Follow checklists for quality assurance, maintain progress tracking, and ensure adherence to operational standards.
• Provide enhanced technical and customer support, working both independently and collaboratively within a team.
• Support 24x7 customer operations through rotational shifts and adherence to organizational standards and procedures.
• Ensure proper resolution or escalation of issues to meet service-level agreements (SLAs).
• Continuously improve support processes, ensuring a professional and proactive approach to resolving technical issues.

What will your job look like

Required Skills and Qualifications :

1.   Technical Expertise : Strong understanding of computer systems, software applications, networking, and troubleshooting methodologies. Knowledge of Linux / Unix systems advance commands, Good knowledge of SQL / Databases (oracle / Hadoop) , shell scripting, python is beneficial.

Knowledge of troubleshooting of web services and tools like fiddler, Wireshark, tcpdump, postman etc. is required.

Experience with Monitoring tools like Grafana, Nagios is also a definite plus.

2.   Customer Service : Excellent customer service skills with the ability to empathize and communicate effectively with customers of varying technical abilities.

3.   Problem Solving : Demonstrated ability to analyze complex technical problems, perform root cause analysis, and develop effective solutions.

4.   Communication : Strong verbal and written communication skills, including the ability to convey technical concepts to non-technical customers.

5.   Time Management : Ability to multitask and prioritize tasks effectively to meet customer expectations and resolve issues within established service level agreements.

6.   Teamwork : Proven ability to work collaboratively in a team environment, share knowledge, and contribute to the overall success of the support organization.

7.   Adaptability : Flexibility to work in a dynamic and fast-paced atmosphere in 24x7 environment , quickly learn new technologies, and adjust to changing priorities.

8.   Attention to Detail : Strong attention to detail and commitment to delivering accurate and high-quality support.

Skills Required

Microsoft 365, Trouble Shooting, Software Installations, Virtualization, Sql