IT End User Services Senior Analyst

Provide competent technical support to all users in a timely manner following standardized processes to identify, analyze and solve any problems related to end user computers and their applications. Provide Vertiv employees with support on all aspects of end-user computing digital assets (including but not limited to laptops, desktops, printers, and mobile phones). Handle the internal infrastructure request with external providers to guarantee the correct follow-up of the end user request. Provide support to the Platform Service Team for issues/programs/initiatives and projects related to corporate infrastructure.

RESPONSIBILITIES

• Site Leader and responsible for the operation of information systems in Colombia.
• Provides guidance for local technology projects and evaluates the best technical options, time, scope, and cost.
• Responsible for the infrastructure of I go and data in the site of Colombia
• Maintains the optimal functioning of the computer room and the devices hosted there through maintenance and configurations.
• Responsible for the configuration, administration and maintenance of the servers.
• Communicate, Guide, Implement engineering software with global support groups.
• Provide second level user support for incidents that require local resolution and cannot be resolved by the Service Desk.
• Respond to ticket requests and service desk outages via phone, email, or online incident management, ensuring ticket integrity and follow-up with other team members should the incident escalate .
• Provide hands-on support for Global IT project implementations and perform various job-related tasks as assigned.
• Collaborates with the company's global support groups to resolve end-user technology issues.
• Support the installation/configuration of hardware and software in accordance with corporate policies and as designed by the end user team.
• Provide customer satisfaction by managing work orders with efficient communication, documentation, and timeliness.
• Supports PC replacement programs and emergency swaps.
• Maintain the utmost confidentiality in all conversations, documents, correspondence, research records, information, data, etc.
• Assist in asset management of all end user devices and manage the stock level of spare equipment.

QUALIFICATIONS

• Implementation of the Windows operating system.
• Administration, monitoring and implementation of IT projects.
• User State Migration Tool (USMT).
• Desktop-related Group Policy Objects (GPOs).
• Experience in Windows server 2016 operating system.
• Scripting with PowerShell and VBScript.
• Knowledge of infrastructure of Computer Rooms
• Knowledge of Cisco technologies for LAN WAN WLAN networks.
Experience using ITSM systems like ServiceNow is a plus.

EDUCATION AND CERTIFICATIONS

• Bachelor's degree or equivalent experience.
• 4+ years of experience deploying the MS Windows desktop operating system is required.
• 3+ years of experience with LANDesk, SCCM (or other software distribution tools) is required.
• 3+ years of mobile device management experience required.
• Experience in implementing and supporting Windows server 2016 operating systems is required.
• Apple Mac implementation and support experience is required.
• A solid understanding of Voice and Data network infrastructure principles is required.
• Solid operating principles of computer rooms.
• Desirable cisco CCNA courses
• Desirable ITIL v3 certification.
• ISO/IEC 9001 and 27001 (Desirable knowledge).

#LI-GL1