It Support Analyst Job in Epicor Software Corporation

• Completes incidents and tasks according to established service level agreements in a timely, accurate and professional manner.
• Responsible for communicating with end-users regarding incident updates, phone calls and/or email notification.
• Follows all documented processes and procedures and logs all work performed in a highly detailed and readily reviewable manner in the incident tracking system.
• Responsible for meeting individual and departmental metric goals with regards to incidents and tasks.
• Assists and/or consults with tiered support escalation members to achieve company defined Service Level Agreements or SLAs.
• Creates and maintains documentation based on Epicor standards.
• Provide support and troubleshooting for production hypervisor platforms (VMware ESXi and Microsoft Hyper-V)
• Provide support for Enterprise applications (patching software, antivirus, monitoring software)
• Support the daily, weekly, and monthly disaster recovery and backup processes.
• Provide support for Microsoft Active Directory and Group Policy.
• Participate in the monthly server operating system patching cycle.
• Networkand VPN trouble shooting skills
• Printertroubleshooting and management
• Performcustomer catalog and windows updates periodically
• Upgradingwindows and various 3rd party softwares
• Installing, Configuring and Hardening of Windows2008R2/2012R2/2016 Servers
• Installing, Configuring and Managing AD / DNS Services
• AD Replication monitoring and regular health checks to beperformed
• Understanding of file and share permissions
• Configuring and troubleshooting Remote desktop
• Troubleshooting windows performance issues.
• Creating and implementing Group Policies as per standardprocedures
• Coordinatingwith different lines of business with SLA
• Controlled shutdown and restart of services anddependencies
• Console operations - verify system availability
• Knowledge of ITIL process is a plus.

• A minimum of three years experience with enterprise server and storage environments.
• Technical proficiency in server operating systems, virtualization platforms, and storage infrastructures.
• Demonstrate ability to diagnose and troubleshoot problems in an effective manner.
• Be highly motivated.
• Must be available to work a flexible shift schedule.
• Excellent interpersonal and communications skills (verbal and written).
• Ability to effectively multi-task and adapt to a fast pace and continuously changing environment is required.
• Demonstrate ability to follow, capture, and document all relevant details pertaining to a support issue.
• Ability to think outside the box when diagnosing and troubleshooting issues where documentation may not readily exist.
• Ability to read, write, and speak in English is mandatory.

Additional Skills That Could SetYou Apart:

• Certifications in operating systems, virtualization, or storage are desired.
• Supporting USA\Canada user experience is additional plus.