Systems Support Specialist

  •  

Missouri City, MO

Industry: Broadcasting

  •  

Less than 5 years

Posted 385 days ago

  by    Vineela Sai

JOB SUMMARY 

Under minimal supervision, provides incident management and system monitoring assistance. Responsible for support, problem determination and solutions of critical technology incidents. Provides monitoring for system applications and issues and responds to and escalates technical issues as required. Responsible for providing high level and timely IT support to all levels.

MAJOR DUTIES AND RESPONSIBILTIES 

Actively and consistently supports all efforts to simplify and enhance the customer experience

Manages high/critical incidents and ensures tickets are fully documented and resolved properly

Escalates issues as needed to Sr Systems Support Specialist

Monitors system/applications using tools such as Netcool, Solarwinds, App Dynamics and Splunk

Incident Management multitasking is a major part of this position

Responds to requests for technical assistance electronically, by phone and in person

Diagnoses and resolves technical issues related to hardware, software and networks

Logs interactions via ticketing system. Conducts follow-up when needed to ensure closure of ticket

Documents processes, resolutions and sends e-mail communications to user base

Stays current with system information, changes and updates

Educates IT and the business about security policies and consults on security issues regarding user built/managed system

May perform other duties as assigned

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

Ability to read, write, speak and understand English 

Ability to support remote sites and VPN connected users

Ability to enforce company computer related policies

Ability to effectively communicate verbally and in writing with all levels of customers

Able to work in a 24X7 environment (Shift work)

Education

College coursework in Information Systems, or related fields, or equivalent work experience

Related Work Experience 

1-3years’ experienceworking withIncident Management, Application Support or Network Surveillance on an Enterprise Scale.

Experience with Netcool, Solarwinds, App Dynamics and Splunk are preferred

Experience with HP NA/SA/OO and ServiceNow would also be a plus.

Experience with Microsoft desktop technologies (Windows7, 10 and MS Office Suite)

Experience with basic Windows server administration (Active Directory, Exchange, DNS, syslog investigation, etc.)

$84K - $95K
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