Associate Senior Technical Support Analyst at Global Payments

Pune, Maharashtra, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, FinTechIndustries

Requirements

Bachelor's Degree in Computer Science, Management Information Systems preferred; other degrees considered
Typically Minimum 2 Years Relevant Experience in an IT Server, Network, and/or PC Support environment, or experience in an IT customer support environment

Responsibilities

Performs the installation, repair and preventative maintenance of servers and edge of network devices (e.g. desktops, laptops, MDM platform, MACs) and related systems while ensuring all processes and procedures take into account company policy / standards and industry best practices
Assists in determining suitable software to meet user requirements
Troubleshoots software and hardware failures and identifies network problems when they relate to servers, desktop or laptop computers, MDM platform, or related peripheral equipment
Prepares desktops and laptops by imaging devices in preparation for deployment and testing them for proper operation; occasionally maintains an image for hardware setup
Ensures Thin Client and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with file servers, mail servers, etc
Sets up and configures appropriate hardware and software for new team members as secondary analyst
Performs routine maintenance (e.g. patch application, disk maintenance, array controllers) on the Global Payments International Segment Local Area Network (LAN) Server estate
Maintains the functionality and efficiency of computer and user objects in active directory while maintaining correct Organizational Units (OU); unlocks team member accounts, when necessary
Builds and configures infrastructure underpinning LAN services
Responds to moderately complex technical issues surrounding server/desktop/laptop hardware (e.g. preliminary troubleshoot equipment to resolve issue, replacement of peripheral equipment where issue cannot be resolved), Microsoft Operating Systems, and/or installed software (e.g. basic software corruption), and follows through to appropriate resolution, while consideration is given to creating repeatable process and eliminating recurring problems
Begins to service issues related to Mobile Device Management (MDM) platform and the MAC operating system; delivers replacement equipment, as needed
Provides set up, deployment, and issue resolution of MDM platform devices (e.g. iPhone, iPad)
Prepares information and reports on LAN capacity and performance
Assists with adherence to technology policies and compliance with all security controls
Ensures that allocated work queues are monitored and actioned in an appropriate timescale while assigning tickets accordingly with appropriate prioritization and personally responding to the higher priority issues