IT Service Desk Analyst providing front - line technical support to DLA Piper's colleagues. Handling incoming requests, maintaining records, and troubleshooting IT issues.
About the role
- Network Administrator for AHEAD managing client IT infrastructure and incident response. Collaborating with cross-functional teams to ensure smooth operations remotely and on-site.
Responsibilities
- Monitor customer network and IT infrastructure
- Incident management via ITIL based ITSM (ServiceNow)
- Answer phone calls from select client contacts to open new or check status of existing incidents
- Performs troubleshooting of a network related alerts/incidents and escalate to appropriate teams as needed
- Performs troubleshooting of a variety of other infrastructure platform issues, such as but not limited to:
- Server – Windows/Unix/Linux
- Backup/Replication
- Cloud
- Exchange/O365 server issues
- Performs troubleshooting with carriers and 3rd party vendors regarding network hardware and circuit issues
- Utilizes a variety of system and event management tools and procedures to respond and resolve internal and external customer issues
- Performs analysis of event management system alerts to ensure devices are tuned properly
- Follow specific Standard Operating Procedures (SOP), Work Instructions, and operations Run Books to perform network tasks on behalf of customers, including (but not limited to) IOS upgrade, switchport shut/no-shut, etc.
- Ensure that all Service Now incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer’s expectations and within the agreed Service Level Agreement (SLA)
- Communicates frequently with Client team(s), engineers/architects, Team Leads, and hardware/software vendors during incident resolution
- Create and maintain system and process documentation in appropriate knowledgebase.
- Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA.
- Assist with cross training of other NOC team members as needed.
Requirements
- At least 3+ years of operational experience in multiple technologies, including all the following:
- Networking technologies including (but not limited to) Firewalls, Routers, switches and wireless technologies; Cisco and/or Palo Alto preferred.
- Experience with general technologies such as servers, storage, virtualization and cloud
- Proficient use of all Microsoft Office applications
- Experience working with an ITIL based ticketing system tool – ServiceNow helpful
- Experience with at least one IT observability/monitoring tool or technology (Elastic, LogicMonitor, Solar Winds, etc)
- Experience with Elastic observability strongly preferred
Benefits
- Comprehensive health insurance coverage for employees, with options to extend coverage to dependents
- Paid time off and company holidays, along with additional leave benefits as per policy
- Flexible work arrangements, supporting work-life balance
- Learning and development opportunities to support continuous growth and upskilling
- Employee wellness initiatives and programs focused on physical and mental well-being
- Retirement and statutory benefits in line with India regulations
- Inclusive and people-first culture, with a strong focus on collaboration and ownership
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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