Overview
The 1st and 2nd Line IT Support Analyst troubleshoot issues with End-User’s computers and their applications. Provide Vertiv employees with support on all aspects of End-User computing Digital Assets (including but not limited to Laptops, Desktops, Printers and Mobile Phones). Provide support to the Platform Service Team for Corporate infrastructure related issues / programs / initiatives and projects. Reporting to the regional IT manager.
Key Duties
* Provide 1st and 2nd level user support for incidents that require local and remote resolution and cannot be resolved by the Service Desk team
* Provide hands-on support for various DSG groups
* Support hardware and software installation/configuration in accordance with corporate policies and as designed by the Endpoint team
* Support endpoint/output/AV/telecom replacement projects and emergency exchanges
* Resolve endpoint technical challenges faced by our internal customers
* Maintain utmost confidentiality on all conversations, documents, correspondence, research records, information, data, etc.
* Support local applications/systems where required
* Support the end user requests that require IT equipment
* Performs miscellaneous job-related duties as assigned
* Technical / Functional Skills / Soft Skills
Technical / Functional Skills / Soft Skills
* Windows Operating System Deployment
* Basic knowledge of network technology and protocols
* User State Migration Tool (USMT)
* English (written and spoken)
* Driving licence
* Desktop related Group Policy Objects (GPO)
* Active Directory (AD)
* Troubleshooting of IT hardware and software
* Software Distribution and Patch Management tool experience
* Experience in using ITSM systems like ServiceNow is an advantage
* Available to work off hours to support the site as required
Requirements
* University degree or equivalent technical experience
* Good Troubleshooting skills
* Good Organisational Skills
* 2+ years of MS Windows desktop operating system deployment experience required
* 2+ years of SCCM (or other software distribution tools) experience required
* 2+ years of Mobile platform experience (Android 6+, iOS 10+)
* Windows desktop operating systems deployment and support experience required
* Apple Mac deployment and support experience desirable
* Solid Network Infrastructure Principles knowledge required
* Solid Security Principles Knowledge required
* ITIL v3 foundation certification is an advantage
* Lifting and carrying (equipment such as computers, monitors, printers, and other peripherals)
* Bending and crouching (to access equipment under desks, in server rooms, or in tight spaces)
* Standing and walking (between different offices or company sites)
* Manual dexterity (using hands and fingers to handle small components, connect cables etc.)
* Varied work environments (different work locations including offices, server rooms, production facility…)
* Temperature and Noise (no extremes, all in standard office ranges)
Physical & Environmental Demands
* Physical demands:
* Environmental demands:
Time Travel Requirement
* 15%
The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS: Safety. Integrity.Respect. Teamwork. Diversity & Inclusion.
OUR STRATEGIC PRIORITIES
* Customer Focus
* Operational Excellence
* High-Performance Culture
* Innovation
* Financial Strength
OUR BEHAVIORS
* Own It
* Act With Urgency
* Foster a Customer-First Mindset
* Think Big and Execute
* Lead by Example
* Drive Continuous Improvement
* Learn and Seek Out Development
At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $5 billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.
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