AD-WINTEL - Support Analyst

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KEY EXPECTED ACHIEVEMENTS

• 5+ years’ experience in maintaining and troubleshooting large enterprise environments (with replication tools such as Repadmin, Dcdiag, AD Rep etc.).
• 3+ years of experience working in Active directory, ADFS, Azure AD, AD Connect, DHCP & DNS
• Experience in GPOs in AD – implementation and troubleshooting
• Knowledge on AD security tools such as PingCastle, ALSID etc.
• Knowledge of TCP/IP, ADFS, PKI & Kerberos etc.
• Knowledge on Active Directory disaster recovery and backup solution.
• Excellent communication, writing, meeting facilitation.
• Flexibility to adjust to changing requirements, schedules, and priorities.
• Good understanding of ITSM tool for Incident/Problem/Request/Change (Service Now).
• Manage Incident, assess impact & confirm priority. Ensure technical & functional, provide solution to end-users, proposing workarounds if required. Informs end-users on the incident management progress, working closely with other resolution teams.
• Manage Service Requests (SR) according to expected level of service. Handle SR execution or assign it to other contributors, informs end-users on SR fulfillment progress until its closure.
• Operate daily/weekly/monthly/quarterly/yearly "housekeeping" activities. Use monitoring tools setup by Engineers & Service Owners, handle alerts & communicates with other contributors to minimize impacts on end-users
• Contribute to the User Acceptance Test of the projects related to the Service Offering
• Contribute to Knowledge articles & EUX Catalog updates. Update existing knowledge articles and known errors, create the missing ones.
• Can work on a follow-the-sun mode
• Contribute to the Service Offering continuous improvement, by identifying required improvement and automation

• Additional Technical Skills:

  Familiarity or experience with workplace technologies

• Messaging Technologies
  • Outlook / Teams
• 365Collaboration and End User Productivity
  • Microsoft Office / SharePoint / Yammer / OneDrive

• Incident Management Ø Identifies impact and validates priority. Ø Provides technical and functional analysis Ø Provides the solution to users. Ø Identifies and communicates potential workarounds. Ø Informs users on the status of incident processing. Ø Provides the link with level 3. Ø Continues from the handling of the incident until its closure.
• Service Request processing. Ø Takes into account RH requests Ø Processes RH or forwards it to a contributor Ø Informs users on the status of RH treatments. Ø Continues the treatment of the RH until its closure
• Contributes to the analysis of root causes linked to incidents, (Problem Management) Ø Participates or even leads the analysis of root causes of incidents. Ø Transmits the result to the contributors in charge of implementing the patches.
• Exploits the monitoring of services. Ø Exploits the monitoring set up by the construction and/or infrastructure teams. Ø Takes into account the alert and informs potential contributors to anticipate impacts on users
• Validates changes in production (change management) Ø Analyses exchange requests to measure their impact on users. Ø Rejects or accepts the change based on his/her analysis. Ø If the exchange is accepted, Inform users of the potential impacts if the exchange is acceptable. Ø If the exchange is rejected, provide arguments to the exchange coordinator.
• Contributes to the continuous improvement of applications. Ø Feed back to the development teams the potential improvements detected by the users or by themselves.
• Capitalizes the knowledge acquired. Ø Ensures the capitalisation of lessons learned from its activities.