Infra Managed Service Sr Analyst
Job Description
Infra Managed Service Sr Analyst
Location: Montreal QC
We are:
Accenture Infrastructure Engineering Practice bringing transformative service support across client locations. The team of engineers located across multiple countries is dedicated to providing customer high level support - specializing in Network, Server and End user support.
You Are:
Site Support/Field Technician for Accenture and Rio Tinto Server Teams, across multiple locations. You will need to be highly skilled in providing technical support and assistance to end-users, with the ability to efficiently work through network, server and end user related issues. Troubleshooting IT problems to identify the issues and provide solutions.
The Work:
Network Support
• On site support for Accenture and Rio Tinto Network Operations Teams
• Support Racking, Patching corporate and production network switches
• Support Fault finding and restoration of ethernet and wireless network services
• Support DHCP administration and configuration
Server Support
• Network Printer installations and configuration
• AD account administration
• User Account setup
• Network folder administration
• Security groups
• Distribution lists
• User Profile administration
• Hardware repairs
End User Support
• Level 2 Support for Service Desk Teams
• Investigation and resolution of end user IT software issues
• Software Installation
• Software faults
• User profile problems
• Investigation and resolution of end user IT Hardware faults
• Warranty repairs
• Network connectivity
• Hardware Upgrades
• Asset Management
• Imaging/configuration and installation of desktop and laptop computers
• Recovery and disposal of obsolete IT hardware
Qualifications
Here's what you need:
- Minimum 7 years of Site Support/Service Desk Experience
- Minimum 7 years of Server Support experience
- Minimum 7 years of End User Support experience
- Minimum 5 years of Network Support experience
- Clearly conveying information and listening actively to customer needs.
- Ability to assess situations and find effective solutions quickly.
- Maintaining an optimistic demeanor to create a pleasant experience for customers.
- Collaborating effectively with colleagues to enhance customer service.
- Prioritizing tasks to handle multiple inquiries efficiently.
- Bilingual (French and English)
- Proficiency in ServiceNow
- comfortable using SAP
- English is required for this position as this role will regularly interact with stakeholders across Canada, US and other countries across our Global footprint where English is the common language. Due to the significant high volume of interactions with these English-speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.