Technical Support Analyst

This is a permanent position.

This person will be working with a team to monitor a global infrastructure, including servers, network circuits, network devices and major applications (Exchange, AD, SMS, etc.).

This person will be performing some first-level fix work, such as restarting services, rebooting unresponsive servers and so on. They will also be opening trouble tickets, sending email updates, contacting circuit providers and transferring tickets to 2nd-level support teams around the world.

Sample / Possible Not In Stone Schedule

The shift:

Sunday – Tuesday: Midnight to Noon

Wednesday: Noon to 6 p.m. – 3 -1/2 Day work week!!!

Job Description

RESPONSIBILITIES:

• Monitor incident alerts from monitoring systems, such as Microsoft Operations Manager, Solar Winds Orion and others.
• Take calls from regional Service Delivery Center (SDC) IT personnel regarding existing or potential incidents. Perform classification of incidents. Resolve incidents, where possible, according to incident response procedures.
• Raise incident tickets for all incidents resolved as well as those reassigned to an SDC or 3rd-level support.
• Handle global incidents via the Global Incident Management Process.
• Route non-global incidents to the appropriate support group or SDC Incident Management team.
• Engage with 3rd-party suppliers, such as telecommunications vendors and computer hardware suppliers, as needed during incident management process.
• Ensure that the incident communications plan is followed to keep all interested parties apprised of incident status and resolution.
• Manage and support the monitoring tools, such as Microsoft Operations Manager, and the associated management databases, such as HALSITS.
• Work with the SDCs to maintain contact and support escalation lists

REQUIREMENTS:

• Undergraduate degree in Computer Science or a related field and 2 years experience in system or application administration which includes experience in a corporate IT environment.
• 2 years experience with Microsoft Windows Server 2000 or 2003, preferably in a globally-distributed network environment.
• Some familiarity with Microsoft enterprise applications such as Active Directory and Exchange.
• Troubleshooting abilities and experience with incident detection, correlation and resolution.
• Good technical communications skills.

Skills (Required):

Administrative Skills

Document Management

Excellent written and verbal communication skills

Microsoft Windows XP