Minimum Experience 2+ Years of Field Support Services / Desktop Support
Job Responsibilities:
- Identify and implement continuous improvement opportunities to drive efficiencies in the service delivery processes
- Provide Touch Labor support within the Data Centers
- Drive ongoing continuous improvement in first call resolution, incident and problem management activities related to Infrastructure
- Ensure monitoring, alerting, measuring, reporting and continuous improvement of operations and service performance against service level objectives, customer satisfaction and financial goals
- Work with vendors and other Infrastructure areas to coordinate Service Introduction and Service Change activities for Infrastructure
- Identify chronic production incidents and escalate to Problem Management and participate in problem management / RCA
- Work with vendors and IT product managers to prioritize tickets in aggregate
- Execute daily operations activities within their perspective towers as required
- Work with IT teams on projects related to Data Center infrastructure
- Manage and maintain Data Center asset inventory (Knowledge of Nlyte would be beneficial)
Required Job Qualifications:
- Bachelor degree OR Technical Certification and/or College Courses with 1 year Information Technology experience OR 4 years Information Technology experience.
- Must have excellent communication skills, customer service, verbal, and written skills along with good grammar and the ability to take accurate notes
- Communicate with clients over-the-phone or face-to-face to assist them in setting up systems or resolving issues
- Troubleshoot network and system problems to provide solutions to hardware/software defect
- Follow instructions contained in equipment manual when setting up a system or conducting repairs
- Highly motivated to work in a team-oriented environment with minimal direct supervision.
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- Knowledge of all Infrastructure technologies, including monitoring and event management technologies
- Supplier management
- Continuous improvement
- Incident management
- Knowledge of required technologies (incl 3rd party solutions)
- Problem Management / RCA
- Customer service oriented
- Adaptability and ability to introduce / manage change
- Drive conflict management in high pressure situations
- Performance / metrics-driven decision making
Add-On (but Non-Mandatory Skills)
- Knowledge of Mainframe and Mainframe Storage, including z/OS, CICS, VASM, - all other Mainframe technologies
- Knowledge of Compute, DBMS, Storage, Middleware, including Server, OS, Virtualization, and Container technologies
- Knowledge of Network, Voice, Call Center and Network (data and voice) technologies
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Last updated on Sep 27, 2023