It Support Analyst Job in Epicor Software Corporation

What You ll Do: 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. Network and VPN trouble shooting skills Printer troubleshooting and management Perform customer catalog and windows updates periodically Upgrading windows and various 3rd party software s Installing, Configuring and Hardening of Windows 2008R2/2012R2/2016 Servers Managing AD / DNS Services AD Replication monitoring and regular health checks to be performed Understanding of file and share permissions Expert in Windows OS upgrades , also good in P2P,P2V,V2V,V2P remote migrations. Configuring and troubleshooting Remote desktop Troubleshooting windows performance issues. Creating and implementing Group Policies as per standard procedures Coordinating with different lines of business with SLA Controlled shutdown and restart of services and dependencies Console operations - verify system availability Knowledge of ITIL process is a plus. What You Need to Succeed: A minimum of 3 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.