IT Operational Analyst

Element Materials Technology•Blue Ash, OH

6d•Hybrid

About The Position

Element is looking to hire an IT Operations Analyst. As an IT Operations Analyst, you will be required to drive operational excellence throughout the technology organisation by executing a high standard of day-to-day operational support of Enterprise & Cyber Services (E&CS) services provided to the Element business. This function is integral to the success of Service Operations as a whole. The role will be working in a TOC (Technology Operations Centre) environment, responsible for monitoring, troubleshooting, and taking restorative actions as defined in published KB articles, and ensuring the delivery and availability of ALL services within the Element business. The IT Operations Analyst will report directly to the regional OCC/NOC Lead.

Requirements

Knowledge of networking principles as well as a knowledge of the specific technologies used by clients, such as switches and routers, networking infrastructure technologies, LAN, WAN (Wide Area Networks) technologies.
Knowledge of Active Directory, DHCP, DNS, SharePoint, SQL, Windows OS, Mac OS, VPN, VM’s, Wireless Technology, Citrix, etc.
Knowledge of monitoring tools such as Zabbix, Big Panda, etc.
Working knowledge of ITSM Tools such as Halo ISTM.
Experience of working and delivering in a high-pressure environment with multiple priorities.
Strong time management and efficiency skills, organised and delivery-focused, good planning skills, and process-driven.
Be able to proactively manage customer expectations.
Strong experience supporting Microsoft Windows operating systems.
Solid knowledge of Microsoft 365 applications and services.
Experience supporting Lenovo laptops and desktop hardware.
Basic networking knowledge, including shared printers, file shares, and TCP/IP fundamentals.
Previous Operations experience, preferably with a Command Centre style environment such as a NOC, etc., where observability, response and resolution are key objectives.
Understanding of Halo ITSM or a similar ITSM tool
Technology-related degree level or higher qualification
Any professional certifications, such as Microsoft, Cisco, AWS, Google, etc.
ITIL V4 Foundation

Nice To Haves

Knowledge of Apple devices, including macOS, MacBook hardware, and iPhone/iOS support.

Responsibilities

Monitor and provide first-person contact support for the production infrastructure, systems and applications in line with availability, response, and resolution SLAs.
Provide first-line technical support for end users across desktops, laptops, and mobile devices.
Diagnose and resolve hardware and software issues on Windows systems, particularly Lenovo laptops and desktops.
Configure and support Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
Ensures the quality and ongoing capability to deliver remote hands-and-eyes-on services across multiple geographies.
Investigates, triages, resolves or escalates any alerting generated through monitoring tools or incident tickets in Halo ITSM.
Identify and verify service impact on customers, and escalate to subject-matter experts to support problem resolution.
Responds to and coordinates resources in the event of a Major Incident, supporting the Major Incident Managers.
Assist in coordinating operations and engineering teams to identify errors and anomalies.
Ensure that all IT (Information Technology) teams (internal and external) follow the E&CS Global Technology Incident and Major Incident Management Processes for every incident and ensure appropriate governance and oversight are maintained.
Maintains, develops, and improves reporting capabilities and contributes regular reports to management on compliance with SLA objectives.
To always operate following Element’s Purpose, Mission, Vision, and Values.
To work in accordance with all Elements’ policies, procedures, and standards at all times.