Ensures that mainframes and large computer systems are functioning efficiently in a data center. Ensures that the network and servers are running well and escalate issues when needed. Ensures all computing equipment and scheduled jobs relating to infrastructure and applications, including servers, mainframes, databases, and software are operating as expected. Carries out procedures needed to maintain data, transactions, and reports from systems, supporting administrators and end users, maintaining work registers, and documentation of processes

Responsibility

% Of Time

Provides excellent customer support. Takes ownership of customer's issues, troubleshoots problems, and sees them through to resolution, escalates unresolved issues to the appropriate internal teams by collecting robust, accurate and relevant data

40%

Monitors local area networks, wide area networks, servers, databases and applications and scheduled jobs to ensure execution and optimum performance. Produces reports as needed.

30%

Be available as remote hands-on to take action to assist in maintenance and upkeep of critical infrastructure when needed. Troubleshoots incidents, identifies root cause, fixes, documents problems, and implemenst preventive measures. Assists in service restoration calls and notifies members that need to participate. Effectively escalates to management when necessary.

20%

Stays knowledgeable of emerging trends and industry practices. Ensures compliance with IT standards and guidelines.

10%

Performs other job-related duties as assigned.

Required Education

Course of Study

High School / GED

Preferred Education

Course of Study

Associate's Degree

Computer Science

Relevant Experience

Supervisory Experience

0 -3 yrs minimum

Language(s) Required

Language(s) Preferred

English

·    Knowledge of Microsoft Windows, computers, server; and networking technologies.

·    Excellent communication customer service and organizational skills.

·    The ability to stay focused on completing tasks and meeting goals within a busy environment.

·    Knowledge of common productivity software e.g.: Office 365, Outlook, Outlook mobile, One Drive, SharePoint, Microsoft Teams, etc...

·    Basic knowledge of TCP/IP fundamentals and commonly used network protocols.

·    Knowledge and understanding of IT Support structures.

·    Computer support Certifications e.g. CompTIA A+, Microsoft certifications.

·    Experience working in a customer service role.

·    Advanced proficiency in Microsoft Office (Excel, Word, PowerPoint, Access).

·    Strong knowledge of smartphone knowledge Android/iOS

IT

SSC Light: Physical Demands: While performing the essential functions of this position, the associate is regularly required to sit, use hands or fingers to handle, hold or feel objects, tools or controls, talk, see, hear and perform repetitive movements with both hands. The employee is occasionally required to stand or walk on carpet, tile or concrete Working Conditions: Majority of the time will be spent indoors in a traditional office environment. Safety Risk Factors: The employee is rarely required to twist back and/or neck and walk on a slippery or cluttered floor surface. Overall Required Equipment a personal computer, telephone, printer, copy machine, fax machine and other general office supplies and equipment. Pulling Requirement 20 lbs. Lifting Requirement 20 lbs.

Travel Percent

Overnight

None

No

Varied work schedule