Job Summary :
This role is to serve as primary initial responder within the Network Operations Center in identifying and resolving network problems in afterhours support.
This individual will be responsible for triaging a variety of IT solutions requests, incidents and events within the established SLAs.
This position is considered an Off Hours Shift 4 days a week on Friday, Saturday, Sunday and Monday working the 1st shift 9 : 00 am to 7 : 30 pm CT with some flexibility.
Job Duties :
- Primary decision maker for fault handling and escalations (identifying and responding to faults on Managed devices)
- Responsibilities include design and management of remote administration, maintenance, and deployment of Active Directory 2008 / 2012, Remote Desktop Services, Windows Server 2008 / 2012 / 2016, Microsoft Exchange Server 2010 / 2013, Office 365, network switches, routers, firewalls and storage technologies
- Be a problem solver - Identify solutions for hardware, software and network issue
- Utilize ticketing and monitoring system and follow proper documentation and escalation processes
- Leverage remote support tools to resolve support requests
- Communicate with clients in a highly professional and timely manner
- Assist with special projects as assigned
- Attend internal training to develop your skills and grow with us
- Other duties as required
Supervisory Responsibilities :
N / A
Qualifications, Knowledge, Skills and Abilities :
Education :
Bachelor’s degree from an accredited college in Information Technology, Computer Science or related field, preferred
Experience :
- Two (2) or more years of experience supporting the Microsoft operating system suite of products, to include cloud and web / networked computing environments (Azure, Windows Server and Desktop, Office 365, MS Exchange, Active Directory, , required
- Ability to be the primary decision maker, identify solutions and appropriately escalate issues in fast-paced environment, required
Other Knowledge, Skills & Abilities :
- Must be willing to support weekend and after hours NOC and Service Desk
- Intermediate knowledge of network protocols, configurations, and operations
- Excellent communication skills, professionalism, positive attitude and desire to learn
- Prior experience with help desk ticketing systems and service desk management tools is preferred experience working in a consulting environment is preferred
Keywords :
Office 365, Azure, SAS, SAN, LAS, NOC, Weekend, 2nd Shift, Second, Associate Engineer, Network Operations, Engineer, Tier 2, Tier Two, Level two, Active Directory, AD, Exchange, Outlook, Excel, Microsoft Office, Remote Support, Escalation, Network, Systems Administration, Systems Admin, Service Desk, Help Desk
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