Support Analyst

Job Description

Hi , My name is Raghava from Keshav Consulting Solutions. I have job opening with one of our direct clients. Below is the job description for your reference.

Title: Support Analyst Duration: 12 Months Location: 4101 Capital Blvd. Raleigh NC 27604 Job Description: Our Client is seeking an Expert Level Specialist Support Analyst for a 12 month engagement to provide second level support with the DOT IT Enterprise Applications Team. Our Client is seeking an Expert Level Specialist Support Analyst for a 12 month engagement to provide second level support with the DOT IT Enterprise Applications Team. The support consists of documenting and coordinating activities with respect to the installation and configuration of Genetec Security Center and IP cameras, SV32 devices, door aggregators and all system components deployed for FACS project. •Support to the Enterprise Application team, in respect to the installation and configuration of Genetec Security Center and IP cameras SV32 devices, door aggregators and all system components deployed for FACS project.•Assisting the deployment team with troubleshooting installation/configuration issues for the Genetec Security Center and Samsung IP cameras.•Receiving, logging and fully documenting requests for support from help desk, other service delivery staff and/or users; investigate problems and other requests for support from the deployment/project team and determine appropriate actions to be taken.•Monitoring progress of requests for support through resolution and ensure users and other interested parties are kept informed.•Escalate 3rd party software and hardware issues to Application Owner; insuring proper attention is given to the issue depending on severity and impact to project schedule.• Communicating technical information to a variety of internal and external stakeholders both verbally and in writing. Technical writing services and support for the developing software documentation at the enterprise level. Provide services documenting technical configurations for a complex multi-site deployment of a Genetec System for Access Control and Video Management at NCDOT.•Assist in the creation of document(s) which details the information architecture, the network ids, the building locations, installation documents, configuration documents and all other project documents required for the Enterprise Applications team.•Maintain and update as needed the document(s) which details the information architecture, the network ids, the building locations, installation documents, configuration documents and all other project documents required for the Enterprise Applications team.•Must have the ability to capture incidents and issues identified by the project with the ability to document resolution(s) for the team leader providing weekly status reports to Management.•Proven experience with supporting a video surveillance system; experience with Genetec Security Center is preferred.

Qualifications

Required Skills:

• BS/BA or equivalent work background plus IT Support experience and enterprise software environment or equivalent • 7 years of experience in installation and service of video surveillance equipment and IP Cameras Required• 7 years of experience with Genetec Security Center preferredRequired • 7 years of experience providing production support or similar role • Strong working knowledge of office applications (i.e. MS Excel, MS Word, Visio, and PowerPoint) • Written and verbal communications are clear, concise and achieve intended objectives • Problem Diagnosis skills [i.e., discovery, replication, troubleshooting, resolution, verification, communication and/or escalation as required] • Demonstrated ability to multi-task and prioritize projects and tasks • Ability to learn complex business functions • Ability to organize/manage own work and meet a pre-determined schedule of deliverables • Computer Science Degree or related discipline; professional certification.