Technical Support Analyst - IT Help Desk

Role Overview: As a Helpdesk Technician within the Data Centre Management Operations Centre (DCMOC), you will be responsible for providing first-level IT support. Your role will involve monitoring, troubleshooting, and coordinating incident resolutions to ensure the optimal performance of data centre operations. Key Responsibilities: - Helpdesk Support & Incident Management - Act as the first point of contact for IT support requests related to data centre operations. - Monitor alerts, tickets, and system notifications to promptly detect and escalate issues. - Log, track, and resolve hardware, software, and network issues in the ticketing system. - Troubleshoot connectivity, server, storage, and application-related issues. - Escalate critical incidents to Level 2/3 support teams when necessary. - Data Centre Operations Support - Assist in monitoring data centre infrastructure, including power, cooling, servers, storage, and network devices. - Support remote hands operations, such as hardware reboots, patching, and device installations under guidance. - Maintain inventory of IT assets with proper documentation and tracking. - Assist in implementing data centre security and compliance policies. - User Support & Access Management - Manage user access requests, including provisioning and de-provisioning of accounts. - Assist users with VPN, remote access, and authentication issues. - Reset passwords and troubleshoot account lockouts in line with IT security policies. Qualification Required: - Excellent communication and documentation skills. - Basic understanding of Data Centre components (not specific to any domain/sub-domain). - Ability to handle ticketing systems, incident logging, and troubleshooting. - Familiarity with data centre monitoring tools and ITIL practices. Role Overview: As a Helpdesk Technician within the Data Centre Management Operations Centre (DCMOC), you will be responsible for providing first-level IT support. Your role will involve monitoring, troubleshooting, and coordinating incident resolutions to ensure the optimal performance of data centre operations. Key Responsibilities: - Helpdesk Support & Incident Management - Act as the first point of contact for IT support requests related to data centre operations. - Monitor alerts, tickets, and system notifications to promptly detect and escalate issues. - Log, track, and resolve hardware, software, and network issues in the ticketing system. - Troubleshoot connectivity, server, storage, and application-related issues. - Escalate critical incidents to Level 2/3 support teams when necessary. - Data Centre Operations Support - Assist in monitoring data centre infrastructure, including power, cooling, servers, storage, and network devices. - Support remote hands operations, such as hardware reboots, patching, and device installations under guidance. - Maintain inventory of IT assets with proper documentation and tracking. - Assist in implementing data centre security and compliance policies. - User Support & Access Management - Manage user access requests, including provisioning and de-provisioning of accounts. - Assist users with VPN, remote access, and authentication issues. - Reset passwords and troubleshoot account lockouts in line with IT security policies. Qualification Required: - Excellent communication and documentation skills. - Basic understanding of Data Centre components (not specific to any domain/sub-domain). - Ability to handle ticketing systems, incident logging, and troubleshooting. - Familiarity with data centre monitoring tools and ITIL practices.