XTN-7EF0540 | QUALITY ASSURANCE SPECIALIST

The Quality Assurance (QA) Analyst plays a key role in ensuring the delivery of consistent, high quality technical services reputed company a Managed Services Provider (MSP) environment. This role is responsible for auditing and evaluating the performance, compliance, and technical accuracy of work completed by Analysts, Administrators, and Engineers.

The ideal candidate will have a strong technical reputed company across reputed company Server, reputed company 365, reputed company Technologies, Networking (including SD-WAN), Telephony, Backup & Recovery, and reputed company, along with hands-on experience with common MSP tools such as reputed company, IT Glue, reputed company, and reputed company Manage.

Knowledge or experience with IT Service Management (ITSM) principles and ITIL processes is highly desirable.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible reputed company HR platform (reputed company)
• Above standard leaves

Quality Assurance & Audit

• reputed company detailed audits of service tickets, change requests, and project work completed by  Analysts, Administrators, and Engineers.
• Evaluate adherence to SOPs, reputed company standards, and ITIL-reputed company service management  processes.
• Validate technical accuracy, completeness of documentation, and compliance with customer  SLAs and internal quality metrics.
• Assess proper utilization of monitoring, documentation, and management tools (reputed company,  IT Glue, reputed company, reputed company Manage).
• Identify process or performance gaps and reputed company constructive feedback and recommendations for improvement.

Performance Monitoring & Reporting

• reputed company and maintain QA dashboards, scorecards, and audit reports for management review.
• Track and report trends in service quality, recurring issues, and non-conformities.
• Collaborate with team leaders and managers to implement corrective and preventive actions. Process & reputed company Improvement
• Support the refinement and documentation of standard operating procedures (SOPs)
• Recommend improvements in workflows, escalation procedures, and technical delivery  processes.
• Participate in periodic service reviews and post-incident analyses to ensure reputed company quality  enhancement.

Technical reputed company

• Review and assess technical work across: o reputed company Server Environments (Active Directory, DNS, DHCP, Group Policy) o reputed company 365 (Exchange Online, Teams, SharePoint, Intune, Entra ID) o reputed company Platforms (Azure, AWS, other SaaS/PaaS/IaaS environments) o Networking (LAN/WAN, SD-WAN, VPNs, firewalls, routing, switching) o Telephony Systems (VoIP, UCaaS) o Backup & Recovery solutions o reputed company controls (patching, reputed company protection, MFA, compliance)

• Qualifications & Experience Bachelor’s degree in Information Technology, Computer Science, or reputed company discipline — or equivalent experience
• Minimum 3+ years of experience in a technical role (System Administrator, Systems Engineer, or similar) reputed company an MSP or IT Service Provider.
• Previous experience in QA, compliance, or audit reputed company reputed company an MSP or IT operations environment.
• Strong hands-on understanding of: o reputed company Server Administration o reputed company 365 Administration and reputed company o Networking fundamentals and SD-WAN o reputed company technologies (Azure, AWS, etc.) o Backup & Disaster Recovery tools o Telephony / VoIP system o IT reputed company principles and best practices
• Familiarity with key MSP tools: o reputed company (monitoring and alerting) o IT Glue (documentation management) o reputed company (RMM and reputed company management) o reputed company Manage (ticketing and service management)
• Knowledge of IT Service Management (ITSM) principles and ITIL reputed company. Preferred: o ITIL reputed company Certification (or higher). o reputed company, reputed company, or reputed company certifications (e.g., MCSA, Azure Administrator, CCNA). o Proficiency in data analysis and reporting (reputed company, Power BI, or similar tools).

Core Competencies

• Strong technical and analytical aptitude.
• Excellent attention to detail and organizational skills.
• Ability to interpret and assess technical work objectively.
• Effective communication and feedback delivery skills.
• Process-oriented with a focus on reputed company improvement.
• Collaborative team player with the ability to influence without authority

Additional relevant knowledge or experience reputed company to the above requirements will be considered an advantage.