IT Support Analyst
About Us
Epicor Software is a global technology leader dedicated to helping businesses drive growth for more than 45 years. Our modern, industry-specific software helps customers boost efficiency and productivity by simplifying and automating everyday processes. We have a stellar team of nearly 4,000 worldwide employees who are passionate about building exceptional products and solutions through teamwork, constant innovation, and integrity. We strive to hire and reward star players who inspire one another and drive results for the business and our customers.
About The Role
The IT Support Analyst assists provides support in the monitoring, troubleshooting, support and solutions of various operating systems, network, storage, databases, utilities, system tools and the hardware on which they reside.
This position will report to Senior, IT Manager at the India office.
What You’ll Do
- Enter, update and resolve tickets logged in the IT Service Desk system in line with company SLAs
- Act as 1at / 2nd line support for the IT Service by responding and troubleshooting IT tickets and requests logged in the IT Helpdesk system. Monitor the queues, prioritize calls, solve and/or allocate tickets to appropriate IT personnel. Escalate any outstanding issues and maintain up-to-date information on the helpdesk system on problems logged.
- Troubleshoot, analyze, and resolve end-user issues in a timely and efficient manner, in line with our SLAs
- Administer end-user account information by entering changes, additions, and deletions in accordance with Epicor’s IS policies and procedures
The responsibilities described above have been provided as examples of the types of work performed by employees assigned to this job classification. Management reserves the rights to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.
What You Need To Succeed
- Knowledge on logging and updating calls in a IT Service Desk system, preferably Service Now
- Knowledge of networking configuration practices utilizing TCP/IP
- Knowledge of computer hardware/software support and troubleshooting techniques
- Knowledge of Windows 7, Microsoft Office 365, Windows Server 2012, 2008, SQL, VMWare
- Knowledge of Microsoft IIS server, and Internet browser software applications
- Knowledge and experience of Anti-Virus Software, Malware, Trojans and Spyware
- Troubleshoot client VPN connection issues
- Knowledge of customer service practices. Communicate effectively with end-users in a clear and concise manner, either verbally or in writing
- Working knowledge of Cisco Call Manager products Ip Telephony technologies
- Min 2+ years of experience working with PC operating systems and office productivity softwares like O365
- Min 2+ years of experience supporting VOIP technologies
- Experience on Server Operating Systems, Virtualization and Cloud Technologies is desirable
Willingness to work regularly during the India evening shift timings.
Primary location: Bangalore Karnataka India
Job Summary
Job Type : Full Time
Job Category : Tech Support
Hiring Process : Face to Face Interview
Who can apply : Freshers and Experienced (0 to 3 Years )
