The Command Center provides operational support for Acxiom's critical services and products in a 24/7 model support. A Technical Support Analyst is responsible for monitoring Acxiom's environments: applications, devices, and security threats.
As part of the Command Center, you'll provide end-to-end Incident Management and coordinates cross functional efforts to ensure complete service restoration for our clients and systems. Responsible for protecting both online and on-premise infrastructures, monitoring data to identify suspicious activity, and identifying and mitigating risks.
This is a night shift position. The night shift rotates 2 on, 2 off, 3 on, 3 off, working every other weekend in 12-hour shifts. You will work approximately 14 days a month. The shift is between 6:00 pm and 6:00 am.
WHAT YOU WILL DO:
- Monitor Acxiom's applications, network, servers, databases, and security threats in real time.
- Assist in recognizing, identifying and prioritizing incidents in accordance with organizational policies and operational impact
- Providing analysis and trending of security events, alarms, and information from network security devices
- Conducting security assessments through vulnerability testing and risk analysis
- Identify problems and assists with resolution efforts
- Provide assistance with communications and / or escalations during Major Incidents / Priority Incidents
- Carefully track and document in detail all issues and resolutions in the ticketing system according to standard company policies and procedures
- Following Major Incident and Incident Management processes in an ITIL framework
- Support multiple technical teams with high uptime requirements in an 24/7 operational environment
- Collaborate with others to resolve information technology issues
- Assist with triage and restoration activities, such as restarting server application services
- Assist in monitoring and communicating ongoing maintenances and outage activities
- Communicate ongoing issues to the company as appropriate
- Utilize troubleshooting skills to identity and isolate incidents, such as networking skills to trace network traffic based on source and destination IP address
WHAT YOU WILL NEED:
- Currently pursuing a degree in Information Technology, Computer Science, Cyber Security or Management Information Systems with a minimum 3.5 Major GPA or a completed bachelor's degree
- Capable to learn and follow process procedures and policies
- Good analytical and problem-solving skills with attention to detail
- Strong time management and organizational skills, and ability to handle multiple concurrent tasks with minimal supervision
- Demonstrable ability to work well in a team environment
- Excellent written and verbal communication skills
- Communicate effectively and timely through Slack and Zoom, strong verbal communication skills
- Able to work weekends
WHAT WILL SET YOU APART:
- Bachelor's degree or 2 years of related work experience / IT certifications
- Experience or knowledge in computer networking and / or security concepts
- Microsoft Software experience (Outlook, Word, Excel)
- Basic knowledge of server (Windows, Linux) infrastructure
- Fundamental concepts of Cisco, Linux Server, Windows Server
- Understanding of Incident and Change Management
- Experience with ticketing tools such as ServiceNow
- Functional Acxiom Product knowledge
- Knowledge of virtualization concepts
- GPA 3.75 or higher
- Participation in quarterly and yearly team training goals to complete in-demand industry certifications such as: AWS, CompTIA, Cisco, and ITIL
#GD17
PRIMARY LOCATION CITY/STATE:
Conway, Arkansas
ADDITIONAL LOCATIONS (IF APPLICABLE):
Homebased - Conway
Acxiom is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, military status, physical or mental disability, sexual orientation, gender identity or expression, genetics or other protected status.