Job Description

Skills Set:
o Candidates must have networking/telecommunications basic knowledge to
include trouble shooting skills to enable support of a WLAN controllers, routers,
switches, access points, etc. LDAP, DHCP, Subnet, Active Directory,
Office/Excel 2003 – 2010 considered a plus.
o Ability to successfully manage and prioritize multiple concurrent projects.
o Ability to communicate well (orally and in writing) and work with client’s personnel
and vendors.
o Positive attitude and work ethic.

Description:

Company provides a Tier II 24 x 7 call center for the end clinet in support of various proprietary and COTS applications, servers, workstations, handheld and mobile devices; in addition to wireless access points and controllers.
• This request is for a IT OPS Support Analyst V versed in application and systems support in an escalation call center environment.
Scope
• Incident Management:
o Identify performance issues proactively. Solve technical problems on assigned hardware and software platform(s)/application(s) following standard protocols.
o Works within strict time scales and escalate incidents within defined time windows.
• Problem Management:
o Uses proactive monitoring procedures/tools to identify problem prevention opportunities.
• Change Management
o Configure system hardware, software and network components to meet established standards with assistance. Perform routine installations and/or configurations. Assemble and integrate system/product.
• Operations Maintenance:
o Perform routine maintenance. May include performing tape/backup operations, applying security and/or software patches. Installing EDM on clients, updating virus patterns, rebooting servers and workstations.
• Quality:
o Understands the impact of operations delivery on the customer's business. Contribute to team's ability to meet target goals through participation in continuous service improvement initiatives.
• Complaint Handling:
o Responds to customer relations problems promptly and appropriately. Takes ownership to ensure satisfactory completion of complaint, through engagement of appropriate resources.
• Customer Relationship:
o Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met. Work effectively in a multicultural environment. Respond to service, product, technical, and customer relations questions.
• Teamwork:
o Work well in a small team with well-defined objectives.