23 days old
2017-12-262018-01-23

Desktop Support

Schaumburg, IL 60173
  • Job Code
    593377
  • Payrate
    $16 To $20

Primary Responsibilities:


- Strong desire to jump in and investigate issues, resolve problems, and communicate status


- Experience in incident management / root cause analysis


- Experience in system performance monitoring / management


- Proactively addresses problems and escalates appropriately


- Monitor Production environments and reacts to failures/outages per SOPs


- During a major incident, initiate and chair conference calls and drive incident to resolution as quickly as possible


- Assess criticality of failures/outages as it relates to application and business impact


- Escalate problems and roadblocks as they occur


- Provide status updates to IT Leadership and customers on current IT issues and actions being taken


- Focus on continuous improvement of the incident and problem management process, including inputs from and outputs to other IT Processes


- Identify and document production issues, raise and respond to tickets, resolve them or escalate issues to IT teams if needed


- Work with developers to analyze and identify root cause of application issues for remediation


- Work closely with management and other team members to meet project objectives and maintain maximum uptime


- Utilizing tracking software to track and monitor the resolution of issues and/or open tickets


- Prepares accurate documentation for communication and RCA.


- Communicate with diverse group of people, including technical and development personnel, senior management, business customers, and vendors with courtesy and in a constructive, professional manner.


- Act as an escalation point for the team for our senior leadership or business partners


- Ensure responsiveness as first level responder to support requests for technical support primarily through incoming calls, emails, and ticket system


- Coordinate with technical support teams to resolve or troubleshoot issues


- Troubleshoot and solve simple to highly complex hardware and software technical issues using logical troubleshooting approach with attention to detail


- Actively create and update knowledge base articles for internal/external use


- Act as a technical support liaison between our IT teams for high level issues


- Strong analytical and problem solving skills


- Ability to work as part of a team - Candidate will work closely with IT Infrastructure Teams and Development Organization.


- Document daily issues for handover call.


- Document timelines in case of major outages.


- Willing to work in a support function for other NOC Analysts who are managing active bridge calls (call OnCall Support, Open incident and/or problem tickets....)


Required Qualifications:


- Associates Degree or higher or equivalent work experience


- 2+ year of progressive IT Network Operations Center (NOC), DataCenter or Command Center experience


- Willing and able to work any shift, including weekends as needed, and on call rotations


Preferred Requirements:


- Dynatrace and HP Site Scope or other similar application monitoring tools


- ServiceNOW


- SolarWind or other similar network monitoring tools


- Basic network trouble shooting i.e. ping, trace route, TCP/IP, etc...


- 1+ year of progressive IT service desk or IT support experience

Categories

  • Information Technology

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Desktop Support

Randstad Technologies
Schaumburg, IL 60173

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Desktop Support

Randstad Technologies
Schaumburg, IL
US

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