Progilisys

  • ITOC Lead Administrator

    Job Locations US-AZ-Scottsdale
    Posted Date 1 month ago(12/12/2018 4:40 PM)
    Job ID
    2018-2243
    # of Openings
    1
    Category
    Information Technology
  • Type

    Regular Full-Time

    Type Details

    Direct

    Complete Description

    Our Customer located in North Scottsdale is searching for an ITOC Lead Administrator. The IT Operations Center primarily responsible for providing 24x7x365 monitoring of alerts for internal and client systems and network environments. The Lead administrator will be involved in performing initial troubleshooting and act as an escalation point for ITOC administrators when necessary. The Lead Administrator will track in-bound support requests from internal and external clients and customers. This position will be assigned to the night shift and will have supervisory responsibility over the night shift ITOC administrators.

     

    Technical Job duties include:

    • Initial ticket triage and performing tier 1 and tier 2 troubleshooting for all incidents and alerts
    • Provides excellent customer service and support to a variety of customers
    • Escalation of issues to appropriate engineering teams
    • Perform tasks in accordance with established policies, procedures and processes
    • Provide accurate and detailed work notes in ServiceNow to track incoming calls, troubleshooting efforts and fix actions
    • Actively monitors key systems and alerts in a variety of monitoring systems (SolarWinds MSP, Orion)
    • Performs OS installation and patching
    • Asset management and tracking
    • System provisioning as requested
    • Client Domain Services
    • Provides centralized coordination for changes and outages
    • Performs additional IT operational related duties as required

     

    Supervisory Job duties include:

    • Time tracking and timecard approval
    • Staff scheduling and providing coverage for holidays
    • Providing mentorship, feedback and coaching
    • Drive process improvement within the ITOC and ensure SLAs are consistently met
    • Ensure staff is appropriately trained as new competencies are taken on by ITOC
    • Reporting on key performance indicators and presenting to leadership

     

    Preferred qualifications:

    • Previous experience working in a Network Operations Center or IT Support Center
    • Experience with ITIL and working in ServiceNow
    • Basic Microsoft Windows knowledge (Windows 10, MS Office 365)
    • Basic networking knowledge (Cisco routing and switching is a plus)
    • Experience with Windows Server and active directory
    • Prior management experience in an IT Support Center

     

    If you are interested or know of someone qualified for this position, we offer an excellent referral compensation program.  Please send us your resume or your referrals contact information immediately.

     

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