We are looking for a skilled Enterprise Tools Specialist (Level 2) to manage, maintain, and optimize enterprise tools used across the organization. This role involves monitoring, troubleshooting, and supporting various enterprise-level applications and tools to ensure efficient and effective operations. The ideal candidate will have expertise in enterprise tools and related systems, and a strong ability to diagnose and resolve technical issues.
Requirements
Key Responsibilities
Enterprise Tools Management
- Oversee the day-to-day operations of enterprise tools, including system administration, configuration, and optimization.
- Maintain and update enterprise tools to ensure alignment with organizational needs and industry standards.
- Monitor tool performance, troubleshoot issues, and make recommendations to improve efficiency and functionality.
- Provide Level 2 support for enterprise tools, resolving escalated issues and assisting Level 1 support as needed.
Incident and Problem Resolution
- Respond to incidents involving enterprise tools, performing root cause analysis to prevent recurrence.
- Document all troubleshooting and resolution steps in the ticketing system, ensuring accurate and detailed records.
- Escalate complex issues to vendor support or Level 3 teams, if required, and follow up to ensure timely resolution.
User Support and Training
- Assist end-users and other support teams with inquiries and issues related to enterprise tools.
- Provide training and documentation for enterprise tools to improve user proficiency and reduce support incidents.
- Gather feedback from users to identify areas for tool enhancement and work with vendors to implement improvements.
Configuration and Optimization
- Configure enterprise tools based on best practices and organizational requirements.
- Implement updates, patches, and upgrades to ensure optimal tool performance and security.
- Analyze tool performance metrics and make adjustments to configurations to enhance usability and effectiveness.
Reporting and Documentation
- Generate regular reports on tool performance, usage statistics, and incident trends.
- Maintain detailed documentation of configuration settings, troubleshooting procedures, and system changes.
- Keep a knowledge base of enterprise tools and resolutions for common issues to assist in knowledge transfer and training.
Qualifications
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Experience: 2+ years of experience in enterprise tools management, IT operations, or a related field.
- Technical Knowledge: Experience with a variety of enterprise tools (e.g., monitoring, ticketing, and collaboration tools). Familiarity with configuration management and ITIL practices is preferred.
Skills and Competencies
Technical Skills:
- Proficient in enterprise tools administration and troubleshooting.
- Experience with monitoring, ticketing, or asset management tools (specific tools may be listed based on organization’s tool stack).
- Basic scripting skills (e.g., PowerShell, Python) for automation and reporting purposes.
Soft Skills:
- Strong analytical and problem-solving skills with attention to detail.
- Excellent communication skills, able to convey technical information to both technical and non-technical audiences.
- Strong organizational skills, able to prioritize tasks effectively in a fast-paced environment.