Responsibilities:

• Diagnose and solve routine problems and incidents enhancing first-level and/or first contact resolution, or in conjunction with level 2 and level 3 staffs.  Promote efficiency, customer satisfaction, and aid in consistently lowering the cost per contact rate.
• Respond to large volumes of incidents and inquiries from internal and external client bases as well as IT staff coordination and escalation, while maintaining level headed, courteous, and professional behavior.
• Monitor, analyze and troubleshoot LAN, WAN, communication and server performance.  Perform appropriate and accurate corrective actions when issues are identified.
• Monitor and manage systems performance and capacity.
• Maintain security of the Command Center which includes, but may not be limited to, maintaining key/lock control for all racks and cabinets, escorting clients and monitoring security cameras.
• Work with senior Data Center Technicians to create a knowledge base, troubleshoot scripts and maintain known error documentation.
• Provide Smart Hands service to internal and external clients which includes, but may not be limited to, tracing and reseating cables, inspect indicator lights, system restarts, re-seating drives/blades, handle tape media and library requests, and perform emergency restores.
• Diagnose and solve routine problems and incidents enhancing first-level and/or first contact resolution, or in conjunction with level 2 and level 3 staffs.  Promote efficiency, customer satisfaction, and aid in consistently lowering the cost per contact rate.
• Respond to large volumes of incidents and inquiries from internal and external client bases as well as IT staff coordination and escalation, while maintaining level headed, courteous, and professional behavior.
• Monitor, analyze and troubleshoot LAN, WAN, communication and server performance.  Perform appropriate and accurate corrective actions when issues are identified.
• Monitor and manage systems performance and capacity.
• Maintain security of the Command Center which includes, but may not be limited to, maintaining key/lock control for all racks and cabinets, escorting clients and monitoring security cameras.
• Work with senior Data Center Technicians to create a knowledge base, troubleshoot scripts and maintain known error documentation.
• Provide Smart Hands service to internal and external clients which includes, but may not be limited to, tracing and reseating cables, inspect indicator lights, system restarts, re-seating drives/blades, handle tape media and library requests, and perform emergency restores.

Required Skills:

• Technical certificate or AS degree in an Information Systems-Technology related discipline or equivalent experience
• Customer service and communication skills with the ability to develop good working relationships with team members, employees and customers.
• Understanding of functions and technologies developed, used and supported by various teams and platforms throughout division and company.
• Basic understanding of networks, servers and data center operations.
• Ability to interpret system and event messages and alerts via monitoring tools, software applications and generated emails.
• Knowledge of Incident Management workflows and automation tools.
• Ability to maintain consistent, courteous, and professional behavior with a service attitude, paying attention to detail and accuracy within all incident management responsibilities, while communicating simultaneously with all division members, and internal or external end-users and clients
• Ability to grasp technical detail and complexity within the division's infrastructure
• Knowledge of and the ability to quickly learn various web-based applications including enterprise incident management tracking system
• Ability to work in a very organized fashion paying strict attention to detail

About Management Science Associates, Inc.

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