It support for production environments responsible forsecuring it operations by isolating, diagnosing, and restoringservices for most it disruptions (not limited to: services,infrastructure, databases, and others), and escalating to higherlevels of support if necessary, ensuring the following: -diagnosing accessibility, availability, or operability issues.
-investigates, analyzes, and determines the appropriate course ofaction to resolve issues, identifies and mitigates risks, andimplements solutions.
- communicates incident status and updates tostakeholders, including end users, technical teams, and the itsustainment leadership team.
- actively participates in allnecessary calls related to the resolution of critical incidents orany other escalations.
- documents the status and resolution ofissues (i.e., root cause analysis – rca).
- aligns with companystandards to monitor production, deliverables, and services toensure slas and other quality metrics are met.
ensures thetransition to sustainability teams related to newtechnologies/upgrades/replacements, as well as installs,configures, maintains, and performs systems integration testing ofpc/server operating systems, related utilities, and hardware.
-detects/diagnoses user-reported issues and any other issues relatedto infrastructure, workplace, and security technologies.
- workswith vendors to resolve issues.
- monitors services provided byvendors to ensure service level agreements (slas) meetrequirements.
- notifies the it sustainment leadership team whencontract requirements are not met.
- asset management aligned withcompany standards.
required: - computer science, informationsystems, or other related field.
- strong knowledge and experiencewith multiple systems environments, servers, storage devices,databases, security, and networks/telecommunications.
management ofcomputer operating systems (windows), software and hardware,printing technologies, video conferencing solutions, unifiedcommunications, mobile phones, telephony, and end-user computingservices.
experience with microsoft-based applications,communications, and collaboration business solutions.
- advanced orfluent english language skills (writing, reading, and speaking).
-experience providing application technology support to people ofvarious skill levels.
- 2-3 years of experience in a similarposition.
- attention to detail and strong analytical,decision-making, teamwork, and communication skills.
preferred butnot necessary pmi and itil certification and/ortraining/experience.
any other certifications/courses related tomicrosoft applications, infrastructure, networks, or end-usercomputing services.