Support Analyst 2 - Infrastructure and Operations (Hybrid)

Shift schedule: Nightshift- UK Time- starts between 12:00 am and 2:00 am, weekdays offWork setup: Hybrid with a possibility of full on-site: On-call > onsite 1-2x onsite/weekOffice Address: San Antonio, Pasig City

Qualifications:

Has experience and basic knowledge of working with Unix and WindowsServers, and SQL Servers

NON-NEGO: LINUX > BASH Scripting experience- authoring scripts andimplementing scripts

Good analytical skills to be able to problem solve and prioritize whilst working to strictdeadlines.

Analytical, diagnostic, methodical and process-oriented

Technically inclined– higher than average technical aptitude

Familiarity with ITIL principles and service desk best practices.

Attention to detail and meticulous

Work with minimal supervision

Empathic listening ability

Mustbemorethan willing to learn and do research

Customer-centric

Must love recording, documenting, and reviewing processes for improvement

Ability to interact with people remotely– the job will deal with people of varyingculture mostly remotely

Stable 10Mbps Internet connectivity minimum to properly perform required tasksBackup 10Mbps connectivity to ensure continuity in the event of disruption to primaryconnectivity

Desired Skills:

Productivity and systems technologies: Google Workspace, Microsoft 365, ActiveDirectory, Azure,, Power BI, Dynamics 365

Cloud solutions: IaaS, PaaS, and SaaS environments through the following: AWS,Google App Engine, Heroku, Microsoft O365, SalesForce and similar technologysolutions

Business continuity: Veeam Backup & Replication, DELL Data Protection Suite,drive Data Resiliency, Veritas NetBackup, Acronis, Microsoft Azure Backup andsimilar solutions

Virtualization: VMware Cloud, Intel VT, Microsoft Hyper-V, vSphere, vCenter Server,VDI and similar virtualization technologies

Systems administration and monitoring: Cisco Meraki, Paessler PRTG,SolarWinds, Zabbix, Nagios, Spiceworks, Datadog Inframonitoring, and similarsolutions

ITSM: ServiceNow, Salesforce, Vivantio, Atlassian JIRA, BMC and similar solutions

Communications: Vonage NVM, 3CX Phone System, Google Voice, GoTo connect,Microsoft Teams, Mobile Chat apps

Role summaryProvide IT Operational Support to the Business and monitoring the Infrastructure andServices 24/7 shifting schedule, remotely connected through the Internet.

The Infrastructure & Operations administrator (Analyst Level 2) will remotely manage support requests in an environment provided by the company, the client and/or partner, managing a portion or the entire lifecycle of the support request.1. Monitor client systems through various tools2. Communicate by email, phone, and messaging solutions3.

Manage support request cases/tickets through various ITSM solutions4. Administer systems, servers, and networks5. Document processes to develop or update6.

Administrative tasks in producing reports and presenting to the team7. Participate in company events held periodicallyInfrastructure and operations equipment and resources can be with the client or a provider of the client or the partner. The tools and methods to be used will depend on the client or thepartner.

Specific responsibilities:

Liaising with 3rd Line Teams and Suppliers to ensure Incident Resolution and ServiceRecovery

Providing expert

Second Line Support, Incident and Problem management and resolutionwithin defined Service Level Agreements

Monitor client systems using various technologies employed by the client

Analyze alerts received from client monitoring systems to ensure swift and efficienthandling

Communicate using voice, email, messages, and business channels (IM apps)

Escalate complex issues to higher-level support teams when necessary.

Manage request tickets remotely through software or app selected by the client/partnerand review Level 1 handled cases.

Process approved change requests

Check document collected information from tickets to aid further analysis to preventrecurrence when possible

Ensure shift reports, periodic team reports are correct, and present them

Participate in company activities designed to achieve and further the goals, mission, andvision of the company.

This may be in the form of and not limited to administrative meetings, training, process improvement, employee development, and approved activities beyond this scope

Summary of role requirements:

Looking for candidates available to work:

Monday: Evening

Tuesday: Evening

Wednesday: Evening

Thursday: Evening

Friday: Evening

1 year of relevant work experience required for this role

Working rights required for this role

Expected salary: 40,000 per month

Full time