Cloud R Analyst-Azure, AKS, SQL

Role responsibilities:

• Be part of a ‘Global Cloud Service department’, while being an Epicor employee.
• Investigate and analyze reported user’s queries/issues/problems from external customers through to a satisfactory conclusion within the SLA’s that are specific to the customer.
• Ensure that the recommendations/ solutions are in accordance to the Standard Operating Procedures and customer’s system design.
• Update users/customers during the troubleshooting and lifecycle of the issue, ensuring the customer is always up-to-date.
• Test solutions, scripts and fixes (within parameters provided by the customer management), and co-ordinating issues with other departments.
• Produce necessary documentation of Epicor Cloud Services service’s and users.
• Coordinate with the customers on solutions to be completed at the customer’s site.
• Prepare and provide execution instructions for the relevant users and customers.
• Issues relating to other software should be recorded and then passed onto other departments.
• Provide training to end users when required.
• Occasionally write reports within guidelines.
• Maintain an audit trail of the actions/steps/testing taken for a specific issue under the ticket number of the action request system.
• Consult with experts outside of department where issues that cannot be solved.

Our Analyst’s that work in Cloud Services will provide the following Services to our customers. Some experience of these services will be desirable but not essential:

• Hosting
• System Management
• Server and Database Backups
• Database Administration
• Application Maintenance
• User ID Provisioning
• Printer Management
• Capacity Management
• Availability Management
• Disaster Recovery

To be a successful Technical Support Analyst the following skills are essential:

• Good knowledge of computer technology (see technology skills list)
• Good verbal communication skills
• Fluent spoken and written English language
• Quick Learner
• Flexibility
• Timing
• Reliability
• Proactivity
• Multitasking
• Enthusiasm and willingness to learn and develop
• Consulting and/or support experience 

Technological skills and experience in some of the following is strongly desirable:

• Azure / Amazon Web Services / Google Cloud
• Microsoft Windows Server
• Microsoft Active Directory
• Kubernetes
• PowerShell scripting
• Microsoft SQL
• VMWare / HyperV

Special Features and Requirements 

• The Analyst's will be required to work on some weekends and public holidays as assigned by their managers.
• The training period takes 3 months, afterwards is scheduled for a fortnight-period. Includes on the job training, web based trainings, internal trainings, study of historical data material and self-learning
• The Analyst's will be expected to study and understand ITIL (Information Technology Infrastructure Library) framework and how it applies to day to day activities
• Training will be provided for Epicor specific technical knowledge and functional knowledge, also Cloud Services Analyst's will be asked to take Epicor certifications on ERP
• In certain occasions the Analyst will be asked to take over tickets and cases from his/her peers when these may not be available to work

In return you can expect a great team environment along with a career path that can take you into other areas of Support or Consulting. We offer a competitive salary and benefits.

Epicor is proud to be an Equal Opportunity / Affirmative Action Employer

#LI-SH1 #Hybrid

Evening shift: 4:30 PM to 1:30 AM

Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

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