IT End User Support Analyst LatAm
BT Group
hace 3 días

Purpose Of Role :

  • The role holder is responsible for the deployment and support of IT infrastructure, systems and application software, Database management, network services and data security to both internal customers.
  • He / she provides complex technical support, resolving escalated technical support issues including proposals to ensure systems availability to the customer.
  • He / she acts as hands and eyes to remote support groups, contributing to in-site and in-country support of network, voice, and video solutions.
  • The role includes problem diagnosis and resolution, and activities will comprise requirements analysis, testing, integrating and managing components and models.
  • The role holder has an appreciation of and / or participates in the design of systems architecture and network systems, and may be responsible for generating new opportunities and maintaining the client relationship and satisfaction.
  • Key Responsibilities :

  • Under supervision to evaluate, co-ordinate, test and install software / hardware provided by suppliers with appropriate controls and standards e.
  • g. Laptops / Desktops, Firewalls / Data Security, DBMS, MVS software, Network software and hardware.

  • Under supervision to test & install software maintenance upgrades provided by suppliers.
  • To provide problem diagnosis and resolution liaising with technical manager, peers, suppliers and customer / developer groups where appropriate;
  • could be asked to provide full 24-hour on call emergency support.

  • To ensure operational procedures are in place, maintained and followed as approved by technical team leader.
  • To support recovery activities following failure including disaster recovery.
  • To provide limited advice & guidance to other groups on technical and operational issues.
  • To provide resource and expertise to support product evaluations with other groups / customers.
  • To ensure all appropriate documentation is provided and maintained to the ISO9001 standard.
  • Authority / Decision Making :

  • Systems / Application level authority and access - would refer to management where appropriate.
  • May be involved in helping restore critical BT business functionality.
  • We'll also need to see these on your CV

    Qualifications :

  • New graduate entry.
  • A suitable formal training path to certification standard, where appropriate, will need to be completed e.g. Microsoft, CCNP, MCSE, Sun Solaris, Oracle certified DBA, HP certified systems engineer, ITIL, CobIT, etc.
  • Skills / Experience :

  • Developed skills in basic theories, practices and procedures in one skill area through formal training, and able to apply basic knowledge / skills to own work area.
  • Able to respond to standard manager requests and understand the relationships between work processes and the business, although horizons will probably be limited to own team.
  • Can use existing, clearly defined procedures to solve routine problems and organize own time to deliver against tasks set by others within a short-term horizon.
  • Can ask questions and check for understanding.
  • Can provide explanations clearly and precisely.
  • Can work co-operatively with others to achieve team goals, and can build stable and useful working relationships.
  • Awareness of costs related to own work area.
  • Advanced English Language skills are mandatory.
  • Intermediate Spanish Language skills are desirable.
  • At least 4 years in similar roles.
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