Systems Support Analyst

The System Support role provides ongoing administration and support of large enterprise systems at a client site. This includes planning, developing, installing, configuring, maintaining, supporting, and optimizing all network software and communication links. Sets up user accounts on company's Servers and runs necessary system backups. Analyzes and resolves end user software program and connectivity issues in a timely and accurate fashion, and provides end user training where required. Works with vendors, end users, Customer Service Representatives and other technical staff to resolve advanced hardware/software issues.

SUMMARY/SCOPE OF POSITION:

This position will work extensively in the windows server environment. The candidate is responsible for all global window Servers support plus build processes and procedures.. The candidate handles hardware and software issues related to daily windows server operations.

The Analyst Level uses professional concepts and company policies and procedures to solve a variety of problems. Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors. Exercises judgement within defined procedures and practices to determine appropriate section. Normally receives general instruction on routine work, detailed instruction on new assignments. Develops interpersonal and team skills. May work on a project team as a participant or responsible for portion of work or project. Must be able to effectively communicate orally and in writing technical information to technical and non-technical audiences at all levels in the organization. Requires a technical degree or 3-5 years of related work experience. Strong documentation, ability to form customer relationships and communication skills required.

COMPLEXITY:

• Creates and follows documented procedures for routine tasks.
• Offers recommendations to the design team.
• Works on complex issues where analysis of situations or data requires an in -depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
• Skill: Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.

SUPERVISION:

• Normally receives general instructions on routine work, detailed instructions on new projects and assignments.

• Microsoft ACL table (file/folder permissions)
• Active Directory Architecture
• Microsoft group permissions
• Microsoft printing, print Servers and print clustering
• Microsoft clustering
• Performance monitoring techniques on server software and hardware
• HP Proliant server hardware configuration including HP BladeSystem c7000 Enclosures
• Able to work remotely on server hardware and software issues
• Citrix Xenapp 5.0 and Presentation Server 4.0
• VMWare ESX 2.5x, 3.x, and 4.x

• May take on several components of a project or a complex component of a project.
• Works under broad supervision
• Applies company policies and procedures to resolve issues.
• Follows company policies to implement changes.

Interpersonal

• Takes ownership of learning about server technologies.
• Strong attention to detail and accuracy.
• Ability to prioritize and complete tasks in a timely manner.

Business:

• Understands how own performance objectives align with business unit objectives.
• Maximizes business/unit/group financial results through personal accomplishments.
• Responds with urgency to customer needs and solves routine customer problems. Approach problem solving and solutions based on global needs and requirements. Follows global standards.
• Contributes to organizational performance through timely completion of projects that produce business results.
• Maintain familiarity with Rockwell Automation company policies. Appropriately apply policies in compliance with government laws. Policies include, but are not limited to: Standards of Business Conduct, Intellectual Property, Control Environment, Information Protection, ISO 9000 & 14000, government regulations (eg health, safety, quality and environmental), and functional policies published on the Rockwell Automation Information Network.
• Maximize business/unit/group financial results through documented accomplishments.

INTERACTION:

• Displays strong teamwork skills. Enjoys working in a team.
• Builds productive vendor relationships.
• Able to document and present to management different IT issues.

ESSENTIAL QUALIFICATIONS:

• Experience with HP Server class hardware.
  • DL360/380
  • ML 530/570
  • C7000 Blade Chassis
• Experience with Active Directory tools and utilities.
• • PSTools
  • Robocopy
  • Powershell
  • Altiris Rdeploy imaging software
  • Citrix management console
  • VMWare management console.
• Strict adherence to company standards and procedures.
• Understanding of EMC SAN Storage hardware
• Familiarity with network and san switching technologies
• Good English reading, writing and verbal communication skills
• Able to work in a round-the-clock, global operation 7 days x 24 hours

EDUCATION REQUIREMENTS:

• Bachelor degree in Computer Science, Management Information Systems or equivalent
• Windows 2000/2003/2008 MSCE/MSCA
• Minimum of 3-5 years experience in IT

DESIRED QUALIFICATIONS:

• Background and understanding of IT controls and compliance.
• Experience with regulatory environments including Sarbanes-Oxley, Section 404 and governance frameworks including COSO, ITIL, COBIT and ISO17799.
• Solid PC skills and proficiency in office productivity software (Microsoft Office, Microsoft Visio, Microsoft Project, etc.)
• Ability to provide off hours global support.
• Excellent troubleshooting skills