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Job Location: Fairfield
Department Overview
Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.
Position Summary
Responds to network alerts and computing problems and works remotely toresolve them. Utilizes support from technical experts within theorganization and third parties to resolve problems. Takesresponsibility for handling incidents through completion or escalation.Finalizes the task according to company policies for incidentmanagement. Documents the problems encountered and techniques used tosolve it for future reference.
Job Responsibilities
Use run-book steps for first level break/fix restoration needs.
Develop and distribute ongoing notifications for outages in progress as directed by Service Manager or Supervisor.
Complete repetitive, basic maintenance activities as requested.
Apply Run-book procedures or work instruction steps required for scheduling, monitoring & technical support functions on the network and application interfaces.
This is the Incident/Event Management role which applies repair or restoration procedures to network systems and applications that receive an event notification.
Process routine change requests and work orders.
Perform data analysis/trending on the network and applications as per predefined documented procedures.
Monitor Change Management activities for notification of alarm suppression and post maintenance validations to take place.
May act in a lead capacity to open and manage technical conference bridges, updating incident and/or problem management tickets as needed
Manage timely ticket updates.
Initiate conference bridges for outages as part of the outage management process.
Develop and distribute ongoing updates/notifications for outages in progress as directed by Service Manager/Supervisor.
Qualifications
Minimum:
Bachelors Degree in IT-Information Technology or job-related discipline or equivalent experience
Experience in technical environment, job-related, 5 years
Experience in network operation center environment
Experience in telecommunications, 2 years
Desired:
Experience with ticket management applications
Experience in monitoring network devices
Experience in data analysis
ITIL-Information Technology Infrastructure Library Certification
