1st & 2nd Line IT Support Analyst

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 (Andriod 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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