EndereçoEUCA Senior Analyst/CoE
Experience: 10-16 years
Job Description:
• Advanced proactive Hardware & Software troubleshooting on End User Devices
• Assistance to L2 EUCA Analysts and EUCA Application Administrators with incident analysis and application configuration/upgrades
• Maintaining customer-specific EUCA documentation updated
• Demonstrating and reporting on issues trends and presenting portal metrics’ information to relevant departments; providing recommendations for fixing
• Creation and maintenance of Investigations, Campaigns, Services, Alerts, Metrics, Scores & Campaigns etc. on Nexthink Finder
• Configuration and maintenance of Reports, Dashboards, Modules etc. on Nexthink Portal
• Management of EUCA Profiles and access requests
• Recommending automation candidates and actively supporting EUCA Service Development in the area of development/testing/implementation of new remediation scripts
• EUCA baseline reports quality assurance
• On-demand activities Analysis of SD/OSS ticket data, recommending areas for investigations
- Preparation of EUCA Baseline reports
- Supporting customer transformation projects
- Review of Nexthink application configuration
- Active support of EUCA Service Acceptance and BAU handover o Analysis of specific customer requests for EUCA
- Providing training on EUCA applications and processes for users
- Supporting EUCA service presentations/demos
- Job Requirements - Knowledge and hands-on experience with Nexthink
- Excellent knowledge of MS Windows 7, 8 and 10 platforms’ administration - Knowledge of Active Directory 2008 and 2012 -
- Good understanding of GPO configuration and management
- Experience with troubleshooting, diagnosing and fixing OS and AD related issues
- Knowledge of PKI and PowerShell scripting will be a plus
- Experience with administration & troubleshooting of Microsoft System Center Suite applications and tools, especially SCCM will be a plus -
- Good understanding of DNS, DHCP services
- Good understanding of TCP/IP networking
- Strong analytical skills - Experience with analyzing system logs, events and monitoring alerts
- Experience with diagnosing, resolving, and delivering root cause analysis for automatic alerts, issues, and incidents
- Experience with identifying & investigating reoccurring issues and working with responsible support groups on addressing them (e.g. Network, SCCM, Security, Service Desk, Onsite Support)
- Knowledge of ITIL Processes - Very good verbal and written English; communication skills;
- Capability to understand and write technical documentation
- Proactive attitude - Ability to work independently as well as in a team;
- High motivation to self-development
