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Technical Support Specialists (Operations Center)
Ref No.: 18-00453
Location: Bethlehem, Pennsylvania
Position Type:Contract
Start Date: 10/09/2018
Technical Support Specialist
Description
The Enterprise Operations Center is seeking a qualified individual to provide Operations/Infrastructure Support and monitoring in our Bethlehem, PA Operations Center. The successful candidate will provide timely and effective 2nd Level Infrastructure Support on multiple infrastructure/products related to all aspects of our business.
This is NOT a "Help Desk " end user support role. This is a technical operations role working as a bridge between Help Desk Associates, Infrastructure Engineers and Production Support teams. For the most part, the issues being managed have the potential to impact many Clients or Associates. Support and monitoring actions are specifically focused on preventing and/or resolving outages.
The major tasks for which this person will be responsible:
  • Monitor the Service Now (GSC) ticket queue for incoming incidents and requests and resolve or escalate these tickets
  • Monitor the Zenoss Monitoring and Alerting Dashboard and apply Standard Operating Procedures (SOPs) to respond to alerts/warnings and fix them
  • Identify reporting alert trends or non-actionable alerts
  • Escalate to 3rd level support team as directed
  • Monitor BSM (synthetic transactions) to confirm a "green "state for applications
  • Participate in bridge calls as needed to help resolve system outages and restore services to users and partners
  • Update cases he/she takes with notes on the progress and resolution of the case
  • Create Knowledgebase entries to educate and help coworkers as directed by senior members of the team
  • Suggest defects and product/infrastructure enhancements to improve stability
  • Perform Incident and Problem management based on ITIL principles
We are extremely focused on understanding ultimate root cause for any incidents/alerts we manage. We believe in using incidents as a catalyst for continuous improvement. The successful candidate will report to an EOC Lead who will monitor performance and provide guidance as needed. This Lead will be the focal point for daily issues regarding actual support tasks. If the Lead is unavailable, alternate escalation guidance will be suggested.
Work Hours:
8 hours per day, 5 days per week, or 12 hours per day 3 days per week depending on our needs. The shifts can vary across a 24-hour clock. Shifts may be changed every four months to vary work days. The EOC is open 7 days per week and requires on-site coverage 24/7. Candidates should be available to start working as soon as possible. After a period of training and familiarization with our tools and processes, we may allow alterations to work schedules, provided our coverage needs are met.
There is a possibility of travel within the continental United States for training purposes. The candidate must be willing to travel and able to travel. The trips may be up to two times per year for up to several days per visit (but probably far less).
Technical Skills and Experience Required/Preferred:
  • Citrix skills including familiarity with Director Console and Studio Console
  • Microsoft Windows Active Directory (AD) Users and Computers administration
  • Management of locked accounts using Splunk to diagnose the cause of lockouts
  • Experience performing large scale OS Patching for Windows and Linux environements
  • Unix/Linux/Windows skills
  • Basic understanding of networking topics/troubleshooting
  • VMWare
  • Cisco UCS
  • Familiarity with AWS including: AWS Core Services, Terraform, Security Groups, Jenkins
  • SSL Certificate management creation/renewal - public/private key knowledge
  • Basic scripting via PowerShell or Unix Shell scripting
The soft skills of the successful candidate will include the following:
  • Excellent written and spoken English language skills with an ability to speak loudly and clearly
  • Excellent client-service skills (communication, ownership, follow-up, etc.)
  • A "get things done " attitude with a willingness to speak up and give opinions, answers and guidance without, necessarily, being specificaly asked to do so
  • Ability to explain difficult concepts in clear, easily understood terms
  • Experience providing support on infrastructure as opposed to "how to " questions on applications
  • Comfortable with "crisis " situations that require quick thinking, problem definition and diagnosis skills
  • Ability to speak confidently with Developers and Engineers
  • A natural intellectual curiosity
  • The desire to get to the root cause of issues and work to prevent recurrence
The following workflow tools will be used throughout the work day:
  • Service Now Jakarta
  • Microsoft Office or O365
  • Zenoss
  • Skype
  • BSM
  • SharePoint
  • Workday

Adam Planica
Senior Technology Recruiter
PRI Technology
P: 973.732.5454 x41
C: 917.572.1363

www.pritechnology.com