It support for production environments
responsible for securing it operations by isolating, diagnosing, and restoring services for most it disruptions (not limited to: services, infrastructure, databases, and others), and escalating to higher levels of support if necessary, ensuring the following:
* diagnosing accessibility, availability, or operability issues.
* investigates, analyzes, and determines the appropriate course of action to resolve issues, identifies and mitigates risks, and implements solutions.
* communicates incident status and updates to stakeholders, including end users, technical teams, and the it sustainment leadership team.
* actively participates in all necessary calls related to the resolution of critical incidents or any other escalations.
* documents the status and resolution of issues (i.e., root cause analysis – rca).
* aligns with company standards to monitor production, deliverables, and services to ensure slas and other quality metrics are met. Ensures the transition to sustainability teams related to new technologies/upgrades/replacements, as well as installs, configures, maintains, and performs systems integration testing of pc/server operating systems, related utilities, and hardware.
* detects/diagnoses user-reported issues and any other issues related to infrastructure, workplace, and security technologies.
* works with vendors to resolve issues.
* monitors services provided by vendors to ensure service level agreements (slas) meet requirements.
* notifies the it sustainment leadership team when contract requirements are not met.
* asset management aligned with company standards.
required:
* computer science, information systems, or other related field.
* strong knowledge and experience with multiple systems environments, servers, storage devices, databases, security, and networks/telecommunications. Management of computer operating systems (windows), software and hardware, printing technologies, video conferencing solutions, unified communications, mobile phones, telephony, and end-user computing services. Experience with microsoft-based applications, communications, and collaboration business solutions.
* advanced or fluent english language skills (writing, reading, and speaking).
* experience providing application technology support to people of various skill levels.
* 2-3 years of experience in a similar position.
* attention to detail and strong analytical, decision-making, teamwork, and communication skills.
preferred but not necessary:
* pmi and itil certification and/or training/experience.
* any other certifications/courses related to microsoft applications, infrastructure, networks, or end-user computing services.
seniority level
mid-senior level
employment type
full-time
job function
administrative and engineering
industries
it services and it consulting
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