*Systems Technician - Service Desk job in Kansas City, MO

Summary

Service Desk Technician will provide proactive monitoring, diagnosis, and resolution of incidents in a 24x7, fast paced, team orientated enterprise level Operations Center and act as the primary point of contact for Incident, Request and Change Management activities.  Service Desk Technicians deliver world class client service through professional, comprehensive, and timely communication for all Incidents, Requests and Changes; interfacing directly with Layered Tech clients, 3^rd party vendors and internal resources to ensure a superior client experience.

Job Responsibilities

  
• Technician will be responsible for knowing and following all Layeredtech policies, procedures and processes.
  
• Technician will be responsible for escalating tickets according to established service level objectives.
  
• Technician will be responsible for creating tickets based on monitoring systems activity or via client input.
  
• Technician will be responsible for assigning tickets to the correct type, priority and response template.
  
• Technician will be responsible for creating hosting tasks to effect change in the client environments.
  
• Technician will be responsible for methodical and successful execution of tickets for client issue resolution.
  
• Technician will be responsible for updating documentation to reflect changes in client environments.
  
• Technician will be responsible for effective client communications via phone and ticket entries.
  
• Technician will be responsible for completing company training curriculum as required.
  
• Technician will be responsible for providing timely responses, escalations and resolutions in the promotion of rapid restoration of services for all P1 incidents and critical events.
  
• Technicians will inform the Service Desk Manager of all P1 incidents or critical events for immediate        escalation.
• Technicians will inform the Service Desk Manager of all observed incidents that violate security procedures.
  
• Technician will consult with the Service Desk Manager on situations that are not described by current policies.

Job Requirements

•   Follow documented policies, processes and procedures to include run books and interim escalation protocols.
•   Generate appropriately prioritized and typed tickets based on monitoring tools, diagnostics and client input.
•   Create detailed steps for tasks to be performed that change the clients compute environment.
•   Perform routine server based skills to diagnose and remediate items based off ticket items.
•   Craft or update complete and concise documentation following established templates.
•   Timely and clear communications with clients, internal technology specialists and management.
•   Successful completion of monthly assigned Layeredtech internal training curriculum.
•   Rapid and concise communications escalating P1 incidents and critical events to management.
•   Other duties as assigned

Critical Skills

•   Previous enterprise, IT or service provider experience at Tier 2 or above level
•   Ability to quickly adapt to advancing technologies and procedural changes
•   Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution
•   Ability to coordinate and communicate effectively with other technologists and business partners to maintain high service levels in a demanding environment
•   Ability to work well in team environment
•   Excellent verbal, written and analytical skills
•   Proven understanding of basic networking equipment functions (firewall, router, switch, load balancer)
•   Confirmed knowledge of basic TCP/IP and related technologies (TCP/UDP, DNS, Ping, routes, host files, service ports)
•   Demonstrable basic understanding of high availability and disaster recovery solutions
•   Proven ability to perform basic server maintenance skills, to include one or more of the following:
  •   Viewing log files
  •   Backup and restore procedures
  •   Validation of server installed services functionality
  •   Starting/Stopping server services
  •   Adding/Deleting user accounts
  •   Establishing permissions for user accounts
  •   Demonstrable understanding of patching OS and commonly installed business applications and firmware
•   Hands on experience with one or more of the following technologies:
  •   Microsoft or Unix server OS
  •   Virtual Machine technologies (VMware, Xen, Microsoft Virtual Server)
  •   IIS / Apache / Tomcat / JBoss
  •   Role, Group and individual permissions settings on a server and file system
  •   NIC Pair bonding
  •   Server Load balancer configurations and support
  •   Server level scripting (Bash, Batch, Powershell, Shell, Perl, PHP, Expect)
  •   Common file sharing solutions (CFS,CIFS, ZFS, NTFS
•   Familiarization with established IT frameworks, guidelines and practices (SAS-70, SSAE 16, ITIL, COBIT, TOGAF)
•   Technical certifications in areas of expertise (Microsoft Server, Redhat, Network+, Security+, i-Net+)

Education

  
• Associates Degree or equivalent education in related fields/ or 5 years’ experience in related field
  
• 3+ years’ experience working in IT Service Provider industry at enterprise level
  
• ITIL Foundation Training / Certification (Certification required for management roles)