Job Description:
Position Title: Tier 1 Hosting Analyst
Role Purpose
As a part of the team, the Tier 1 Hosting Analyst partners with the Merkle business to make technology an asset for customers and employees, providing effective and timely solutions to technological requests and incidents. The Tier 1 Hosting Analyst should have previous experience with Helpdesk support and a strong drive to learn new Enterprise-class technologies. This role relies heavily on on-the-job training.
The ideal candidate will thrive in a fast-paced environment and will possess the ability to self-start and logically prioritize workloads from multiple workstreams, while communicating progress or pitfalls. The candidate should be very detail-oriented with possession of advanced Excel skills as one of the primary responsibilities is to compile IT related financial data and communicate that out with accuracy. In addition, the ideal candidate should actively seek out new knowledge and skills, and will maintain consistent performance quality, avoiding repeat mistakes to learn and grow.
Key Responsibilities:
- Responsible for monthly cost allocations for cloud environments to accurately distribute costs across the business based on standard operating procedures
- Update and conduct initial analyzation of IT cost center’s monthly financial dataset for internal management review
- Monitor and act on high-severity incidents and requests, meeting strict SLA/OLA requirements
- Escalate issues as defined in documented escalation procedures
- Follow incident/request management best practices
- Triage and support Windows and Linux server environments
- Provision/decommission servers following documented SOPs
- Process and troubleshoot access requests to various platforms through Active Directory and Okta
- Provide application support for Enterprise shared platforms (scheduling, managed file transfer, etc.)
- Perform server maintenance and patching both in-cycle and in response to urgent security vulnerabilities
- Continuously contribute to documentation in the Knowledge Base
- Consistently learn new systems and skills
- Uphold and promote dentsu’s core values and culture
- Other duties as required
Key Skills and Experience:
- Analytical mindset, detail oriented
- Strong Excel experience with advanced functions with nesting in formulas (XLOOKUP, VLOOKUP, UNIQUE, SUMIF, IF(AND), MATCH(INDEX), etc.)
- Associates degree or higher in Information Technology, Computer Science, or related fields of study preferred
- 1 year of Helpdesk or customer service experience strongly preferred, bonus if ServiceNow was the ticketing platform used
- 1-3 years of experience with Enterprise technology support required, with a focus on Windows and Linux servers
- CompTIA A+, Security+, Network+, and AWS/GCP Cloud certifications preferred
- Basic understanding of Windows (Windows Server 2016 or higher) and Linux (RHEL/CentOS/Alma/etc.)
- Basic understanding of Enterprise data center concepts (server storage, networking, server administration)
- The ability to work independently with limited direct supervision, prioritizing tasks efficiently per established priority guidelines
- Exemplary etiquette with customers
- Clear English communication skills, both orally and in writing
24x7 Rotational shift. This is permanent role so end date is not applicable to this position.
Location:
DGS India - Mumbai - Thane Ashar IT Park
Brand:
Dentsu
Time Type:
Full time
Contract Type:
Permanent
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