Initiate and perform active outage management functions such as establishing conference calls with all necessary parties and vendors, documenting the outage while in-flight, and serving as the central point for all communications.
Perform technical and complex functions related to operating, maintaining and monitoring performance of Data Center information systems. Provide infrastructure and environmental monitoring for Platform, Network and Radio groups over a 12-hour shift.
Provide first and second level technical support for servers and applications; when problem cannot be resolved, makes skilled assessments and documents problems for escalation to Tier III or on-call support.
Performs installation and racking services for server and network-based equipment.
Monitors all public safety applications and online systems and corrects any related problems.
Monitors information system performance with appropriate devices and software. Interprets console messages and initiates corrective action within scope of knowledge.
Diagnoses problems and replace hardware equipment at various remote sites.
Manages vendor access to the raised floor during equipment installations, upgrades and problem resolution; holds vendors accountable for proximity and risk to other equipment.
Provides first level technical support for end-users, over the phone, through email and chat. Receives incoming customer requests for application, software, hardware and telephone support. Utilizes case management to dispatch cases/trouble tickets to appropriate departments via an electronic ticketing system.
Requirements :
High School Diploma/GED.
Four (4) years of responsible experience in enterprise systems operations and data processing.