Performs activities related to monitoring, detection, correction, escalation, and reporting. Will routinely perform activities associated with IT customer support.
Assist with the escalation of bridge/conference calls for complex IT activities and critical outages
Provide support on mission critical systems during maintenance activities and outages
Proactively monitor the health of the systems and data flows using commercial and proprietary monitoring tools
Triage phone and email call communication using the ability to understand and respond to customer requirements
Create, analyze, route, update and close incident and service request tickets.
Verify system application execution to ensure mission critical applications are operating as expected
Qualifications:
Education & Experience
Associates Degree or above
4 years’ experience monitoring and maintaining IT Eco-Systems as a NOC Computer Operator or Service Technician using SolarWinds
Ability to perform at a high level in a mission critical and dynamic work environment - applying critical thinking, analysis, and problem-solving skills
Must demonstrate tact and professionalism in all verbal or written client communication
Must be highly organized, possess strong problem-solving skills, and manage competing priorities
Ability to communicate and coordinate requirements with customers and stakeholders
Ability to maintain documentation reflecting the current operational environment
Act as a team player with strong interpersonal skills
Demonstrate strong oral and written communication skills
