BT IT Infrastructure Senior Support Analyst LatAm (Consultor de Tecnologia de Informação) in Sao Paulo, Brazil

Role: Consultor de Tecnologia da Informação (IT Infrastructure Senior Support Analyst)

Purpose Of Role :

  • The role holder is responsible for the deployment andsupport of IT infrastructure, systems and application software, Databasemanagement, network services and data security to both internal customers.

  • He/she provides complex technical support, resolvingescalated technical support issues including proposals to ensure systemsavailability to the customer.

  • He/she acts as hands and eyes to remote support groups,contributing to in-site and in-country support of network, voice, andvideo solutions.

  • The role includes problem diagnosis and resolution, andactivities will comprise requirements analysis, testing, integrating andmanaging components and models.

  • The role holder has an appreciation of and/orparticipates in the design of systems architecture and network systems,and may be responsible for generating new opportunities and maintainingthe client relationship and satisfaction.

Key Responsibilities :

  • Under supervision to evaluate, co-ordinate, test andinstall software/hardware provided by suppliers with appropriate controlsand standards e.g. Laptops/Desktops, Firewalls/Data Security, DBMS, Servers,Virtualization, Network software and hardware.

  • Under supervision to test & install softwaremaintenance upgrades provided by suppliers.

  • To provide problem diagnosis and resolution liaisingwith technical manager, peers, suppliers and customer/developer groupswhere appropriate; could be asked to provide full 24-hour on callemergency support.

  • To ensure operational procedures are in place,maintained and followed as approved by technical team leader.

  • To support recovery activities following failureincluding disaster recovery.

  • To provide limited advice & guidance to othergroups on technical and operational issues.

  • To provide resource and expertise to support productevaluations with other groups/customers.

  • To ensure all appropriate documentation is provided andmaintained to the ISO9001 standard.

Authority/Decision Making :

  • Systems/Application level authority and access- would refer to management where appropriate.

  • Fullresponsibility for the recovery of major incidents following systemfailure.

  • Completes ownrole independently or with minimal supervision/guidance.

Qualifications :

  • Typicallycomputing/engineering/science degree.

  • A suitable formal training path to certificationstandard, where appropriate, will need to be completed e.g. Microsoft, CCNP,MCSE, Sun Solaris, Oracle certified DBA, HP certified systems engineer,ITIL, CobIT, etc.

  • Microsoft certificationsare desirable

  • VMware certificationsare desirable

  • Cisco certificationsare desirable

Skills/Experience :

  • Experience in therelevant technical skill area, with appropriate formal training.

  • Experienced andfully competent in own area, and can share own expertise and provideguidance and support to others.

  • May havedeveloped specialist knowledge in one area but able to applyknowledge/skills to a range of standard and non-standard activities.

  • Awareness ofinternal/ external business issues and best practice in own disciplinethat is then applied to the role.

  • Able to identifykey issues and patterns from partial/conflicting data, and can take abroad perspective to problems and spots new, less obvious solutions.

  • Able to manageown time to meet agreed targets, and develop plans for specific workactivities in own area over the short-term, which will include forecastingresource requirements.

  • Can interpretclient needs, assessing the full requirements and identifying solutions tonon-standard tasks/queries.

  • Understandsappropriate customer Business Processes and operating environments.

  • Fluent English Language skills are mandatory.

  • Advanced Spanish Language skills are desirable.

  • At least 6 years in similar roles.

BT is an equal opportunities employer. We welcome applications from all sections of the community regardless of race or ethnic origin, gender, gender identity, gender expression, religion/belief, disability, marital or civil partnership status, age, sexual orientation or caring responsibilities.

A BT é uma empresa que prima pela igualdade de oportunidade. Aceitamos candidaturas as nossas vagas independentemente de raça, etnia, sexo, opção sexual, religião, deficiência, idade e/ou estado civil.

Job: IT, Systems and Security

Title: IT Infrastructure Senior Support Analyst LatAm (Consultor de Tecnologia de Informação)

Location: Brazil-Sao Paulo-Sao Paulo

Requisition ID: 64412