Operation Support Group Technician II - Full-time / Part-time

Job Title:        Operations Support Group Technician

Close Date:     11/11/2014 at 12:01am

Department:  Operations Support Group (OSG) 

Days:  M - F

Commitment to Position: 24 months

Hours Per Week:  40                 Hours:  23:00 - 07:30

Flex Time:  15 minutes before and 15 minutes after start time

Rotating Shifts:  No

Travel:  No

Job Freezes:  No

Location:  Worldport North Core   Region/District:  22/30

Manager:  Troy Anderson            Supervisor: Angie Young

Work Environment:  Working conditions are normal for an office environment located in Worldport.  Responsibilities require extensive work using a computer.  There may be a requirement for the occasional off shift flexibility in response to the needs of the business and coverage of the system being supported.

Job Summary:  Under limited or general supervision, provide technical support of local and remote automation and transportation systems for users on applications, environment health, hardware, and software while creating the initial record of the incident, event, or request.

Job Description:  Provide second level support for local and remote automation and transportation systems for users on applications, hardware and software. Daily activities will include incident resolution, incident escalation, event management / facilitation, incident follow up, incident logging, root cause and trending analysis, performing system checks, proactively monitoring of the IT systems in the 24 x 7 Worldport / Airline environments, Responsibilities of the Worldport Computer room, and performing the beginning of day / end of day environment administration for the Critical Sort Systems. Deliver technical support over the phone in a second level proactive monitoring / resolution environment; must be able to read, understand, and apply complex technical information and processes. 

Required Skills:  Must have a minimum of 2 years of technology support experience or equivalent education.  Knowledge of Microsoft, Citrix, and Red hat products and working knowledge of Operating Systems for desktops and servers (Server 2003 & 2008, Linux Red Hat).  Knowledge of PC and server hardware peripherals, ability to troubleshoot and resolve hardware, software, and connectivity issues (including user access and component configuration).  Knowledge of principles and theories of network protocols and systems (Ethernet, TCP/IP, Internet technologies, and network essentials) Have an understanding of remote administration of servers. Possess the ability to write, audit, and maintain departmental documentation and processes.  Possess strong technical and analytical skills, a drive for excellence in customer focus, and excellent written and verbal communication skills.

Additional Skills:  Certifications (Microsoft, Red Hat, and/or A+ / Net+).  Knowledge of HLCS, MFC, SCADA, HubCam, DWB, Load Handling, OPSYS, Target Search, Flex Ops, GSS, CME View, AHCS and Formula systems are very helpful. Experience with servers, mainframe, networks or other related IT experience such as programming is a plus. Understanding of DHCP, Active Directory, DNS, Oracle, Shell Scripting and PL/SQL.

Interpersonal Skills:  Candidate should enjoy working in a fast-paced, team-oriented environment, and be customer-focused.  Good phone skills / etiquette are essential.  Leadership, decision-making and organizational skills are a must.