Perform the activities associated with the identification, prioritization, and resolution of operational issues to ensure service levels and objectives are met. Refer issues to Tier 3 staff for resolution as required, track and monitor response/resolution time, and verify user acceptance. Acknowledge events received from the Enterprise Management Tools. Open incidents relating to received events. Troubleshoot based on defined procedures to resolve the event. Recommend updates to Standard Operating Procedure documents to adapt to new system functionality or configuration changes.
3+ years experience in a technical support role. Bachelor’s Degree in a Business, Technical or Math related field. ITIL v3 Foundations certification, Red Hat Certified Administrator (RHCA), Microsoft Solutions Associate (MCSA), Cisco Certified NetworkAssociate (CCNA), or similar certifications desired. Experience working with customer technology and support requirements. Experience working with SLAs. Strong time management and communication skills. Strong interpersonal and presentation skills. Strong troubleshooting and technical skills in networking and desktop support. Experience with enterprise management monitoring tools such as HP OpenView, SolarWinds, or Splunk required. Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required. Must be willing to work a shift. Must be a US citizen and hold an active/current TS/SCI with Full Scope Polygraph.