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Technical Analyst - Remote Network Management

Closing on:


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Brief description :

Key Responsibilities

  • Proactive Remote network management of Named Customer Sites on a day to day basis.
  • Discussing initiating / change management (through CAB process / other standard process which does not require approval) and Change Management implementation after approval.
  • Add value by contributing to long term strategy in terms of recommending technologies and solutions. Similarly identify and implement ideas that result in Call reduction.
  • Ensure operational SLAs are met by working with other Ops teams.
  • Interact with first line onsite engineer and provide technical assistance and guidance where appropriate.
  • Operational reporting to Technical Operations Manager in UK.
  • Interact with Relationship Manager and other operational teams with in ESI and UK, as required.
  • Identify and coordinate any other technical activity that can be remotely delivered from ESI.


Minimum Qualification and Experience

  • Should be a Graduate (preferably Computer related) with a minimum of 5 - 9 years of work experience in Technical Support.

Preferred skills

Mandatory Skills

  • Experience in Win 2008/2012 servers, Windows 7, Windows 8, Windows 10.
  • Network Management solutions – like SCCM.
  • Experience in Active directory & group policies.
  • Exposure to IIS, DNS, DHCP, TCP/IP, Microsoft network concepts and Microsoft platform client server network.
  • WSUS / WDS / Image deployment.
  • Experience in Application deployment and Disaster recovery.
  • Experience in managing Antivirus products and Backup solutions.
  • Microsoft Exchange 2003/2007/2010 or Office 365.
  • Familiar with Tape drives / Auto loaders.
  • Virtualization solutions like – ESXi /Hyper-V.
  • Experience in Storage Solutions and Managed Wireless.


Desired Skills

  • Knowledge of any remote support tools (e.g.: LogMeIn Rescue / Centrastage/ Bomgar).
  • Configuring and troubleshooting VLANs, switches, routers.
  • Exposure to Firewalls / Security solutions.
  • Experience with Apple Solutions, Google Apps and Microsoft Azure.


Competency Requirement

  • Customer Focus.
  • Excellent troubleshooting skills.
  • Good analytical and problem solving abilities with a logical approach.
  • Ability to learn and pick up new applications and technologies. (Self-learning).
  • Judgment and decision making, excellent planning, organizing & time management skills.
  • Attention to detail and drive for results.Good communication skills, both written and verbal.