First Level Support Job in New Albany 43054, Ohio US

Title: 1st Level Support Analyst

 

Location:  New Albany OH 

Duration: 10 Months

 

Job Description:

Follow established procedures to troubleshoot, coordinate and resolve systems related incidents. The 1st Level Analyst is responsible for the initial analysis, diagnosis and troubleshooting of events. Ensure reported production outages/incidents are communicated and resolved in an expeditious manner. Ensure all reported production outages/incidents are documented properly within Service Center (ticketing tool).

 

Responsibilities:

·         Follow established procedures to diagnose and trouble-shoot system events

·         Analyze, determine, and document reported production outages/incidents

·         Answer incoming customer phone calls

·         Engage and coordinate with 3rd party vendors (i.e. ATT, IBM and Sprint)

·         Determine severity, impact, and nature of incidents

·         Monitor and acknowledge system events

·         Communicate, and/or Escalate to 2nd Level Support Teams, if need exists

·         Perform basic Unix troubleshooting in accordance with SOP’s

·         Enter pertinent information and updates of reported incidents in Service Center

·         Monitor jobs for all applications to which schedules are managed by Maestro

·         Participate in RRT (Rapid Response Team) conference calls.

·         Reset client passwords according to information security guidelines.

·         Perform periodic ticket reviews of the Command Center ticket management, and implementation queues and take action as needed

 

Soft Skill Requirements:

·         Exceptional customer service/people skills

·         Strong analytical troubleshooting skills

·         Excellent written and verbal communication skills

·         Strong work ethic, excellent attendance and flexibility to work overtime

·         Team player with a positive, friendly attitude

·         Sense of urgency for incident resolution

·         Ability to multi-task in a fast paced environment with minimal direction

·         Experience communicating with senior/executive level managers

·         Basic knowledge of mainframe and batch operations

Please send resume to naresh@ustechsolutions.com ;  talla@ustechsolutions.com