*Senior Systems Technician - Service Desk
| Department: |
Client Services |
Job Location: |
Kansas City, MO |
| Position Type: |
non-managerial |
| |
| Job Category: |
Service Desk |
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The Senior Systems Technician – Service Desk will act as the single point of contact for Incident, Request and Change Management related to proactive monitoring, diagnosis, and resolution of incidents in a 24x7, fast paced, team orientated enterprise level Operations Center. The Senior System Technician will interface directly with Blue Team Layered Tech clients, 3rd party vendors and internal resources to ensure a superior client experience. The Senior Systems Technician will also support clients outside of the Blue Team as volume and priority dictate. The Senior System Technician will also participate in training and mentoring of System Technicians on Blue Team clients in addition to standard feedback on all clients.
Job Responsibilities
- Deliver superior enterprise level client service to LT Blue Clients through professional, comprehensive, and timely communication for all Incidents and Requests for Change
- Provide timely response, escalation, and resolution to promote the rapid restoration of services for all incidents
- Provide methodical and successful execution of client change requests
- Maintain network stability through advanced troubleshooting, timely resolution of client incidents, and proactive maintenance
- Ensure all internal systems and client environments are operational through the use of Network/System Monitoring
Job Requirements
- Identify resolve and escalate issues according to procedural documentation and training
- Provide and obtain timely updates to/from relevant parties (internal and external)
- Manage incidents to resolution in a timely manner
- Monitor client and Infrastructure environments to quickly identify and resolve incidents
- 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
- Hands on experience with one or more of the following:
- Network and Systems technologies
- Network LAN and WAN (STP, Cisco Flexlink, OSPF, BGP, MPLS, QOS)
- Logical and physical ATM and Frame Circuitry
- Microsoft or Unix server OS
- Server Loadbalancer configurations and support
- Common web server applications (IIS, .net, Tomcat, etc.)
- Network and Systems hardware platforms
- Cisco routers and Switches
- Server Loadbalancers (F5, Cisco ACE, Inkra)
- E-genera
- Experience with Shell/Perl/Expect/PHP and/or other scripting languages, database administration, and/or web development technologies like HTML, XML, Java
- Familiarization with SAS-70 and ITIL guidelines and practices
- Technical certifications in areas of expertise (Cisco, Juniper, MS, ITIL, Nortel, Ciena)
Education / Experience
- 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)
- Current/Active Certification or previous network and systems experience or associated fields
Career Pathing
Platinum Services Engineer, System Administrator, Network Engineer, Service Desk Manager
