Job Description

Associate Service Desk Engineer (Operations Command Center)

JOB SUMMARY

Working in a 24×7 OCC environment, the Service Desk Engineer is responsible for working with internal and external engineering teams to rapidly resolve major and minor incidents. The Service Desk Engineer ensures day-to-day service delivery problems are resolved and works on special projects as assigned.

Works shifts are not typically 8-5 Monday through Friday and you may be called to into work on your scheduled day off, and or rescheduled for work hours to assist in coverage. OCC is assigned projects and are expected to work on the project during the assigned times. As well as balancing other duties as assigned.

 

ACCOUNTABILITIES

Administration – duties that tend to be standard protocol/scripted procedures used to document

volume/issues and provide the most basic user service.

 Ensures customer satisfaction by responding to calls to the Operations Command Center. Logs all customer questions and problems, and tracks them through resolution.

 Provide enterprise monitoring support by using a pre-determined set of platform monitors and software filters.

 Conduct assigned system maintenance

 Gathers metrics for regular reports and summaries.Problem resolution- autonomously uses high-level technical, customer service, problem-solving and decision-making skills to handle non-routine/scripted issues.

 Provides tier 1 support for all servers and systems in the production SaaS environment.

 Works closely with tier 2 and 3 support teams to resolve events and complete projects

 Assists Incident Management team during and after events to gather information and troubleshoot incident root cause.

 Troubleshoots web site access and configuration issues

 Troubleshoots all areas of web servers including accessibility, configuration, software and hardware

 Manages and maintains application and systems monitors in the production SaaS environment.

 Assists in developing scripts for automation tasks and process improvement

 Supports and maintains third party applications

 Assists in the implementation of new technical tools

 Other duties as assigned.

 

KEY TECHNICAL COMPETENCIES 

 Excellent communications and team skills

 Positive attitude in stressful situations

 Focuses on customer satisfaction as critical goal; regularly seeks input and feedback.

 Can effectively manage given tasks and projects in a timely and efficient manner

 Demonstrates follow-through until desired results are achieved.

 General server hardware knowledge

 Experience with Windows, Linux, networking, WAN and virtualization technologies

 

License/certifications required

 MCSA  or

 Red Hat Certified System Administrator (RHCSA)

 

EDUCATION, QUALIFACATIONS & BACKGROUND

 Bachelor’s degree in Computer Science, MIS, related field or equivalent work experience.

 

How to Apply

Please apply through this link : http://pearsonlankavacancies.peopleshr.com/ApplicationForm.aspx?PRF_ID=000162&digest=nKuBltSBPkM10R+CLIBNDA  

Job Categories: IT-Software/DB/QA/Web/Graphics/GIS. Job Types: Full-Time.

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