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IT Operations Technician 2 - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Jersey City, New Jersey |
About this job
The IT Operations Technician 2 will report to the NOC Lead/Operations Manager and be responsible for providing first level phone, monitoring, reporting, and technical support for online banking applications and related components, including Windows servers, HP and Cisco hardware, and more.
Position Objectives:
Demonstrate thorough understanding of monitoring tools, customer's applications, the components associated with each application, and how these relate to one another. Coordinate all customer communications and escalations as the central point of contact. Execute IT standard operating procedures (SOP), work instructions (WI) and level 1/2 server support for Network Operations Center (NOC). Train and mentor teammates in mastering technical skills, as well as company and industry best practices, Be a strong team player who is accountable towards business urgency, work in shifts to provide onsite 24x7x365 coverage to the customer, and is flexible to work beyond stipulated hours. Essential duties:
Answer the dedicated NOC phone line, and create/update tickets for all customer requests. Analyze and report on network, server and application alerts generated by the monitoring tools (Site Watch, Netcool, Tivoli, HP Onboard Administrator, Windows utilities). Monitor the NOC Outlook Inbox and ticket queue, and coordinate all trouble ticket issues; respond to customer requests, trouble tickets and other scheduled activities within the SLA requirements. Perform basic troubleshooting and fact gathering, and escalate to appropriate teams as needed Interface with partners and vendors such as Cisco, HP, Thompson/ILX, and EMC to perform needed support. Document activities via shift reports and coordinate hand-over of incomplete activities to the next shift engineers; ensure follow-through. Maintain the Shift Log and deliver the report to customer distribution list. Understand contractual SLA's and be accountable for ensuring SLA compliance during the covered shift. Attend & maintain Savvis presence on all customer production crisis calls, engage senior engineers as needed, and report frequent status updates to internal management. Hold primary responsibility for activities including: enable/disable servers in load balancers; rebooting and caching servers; updating local DNS files; monitoring tape back-up jobs, managing tape rotation, and performing file restoration from tape back-up. Perform hardware break/fix repairs, and manage vendor replacement of faulty equipment. Maintain inventory, activity and procedure documentation on the NOC SharePoint site. Manage vendor access privileges to multiple data centers and coordinate with local operations teams for break/fix and other customer-approved activities.
Required skills:
Technical knowledge of solutions involving HP blade server infrastructure, particularly BL460 and BL680 blades and C7000 chassis. Basic knowledge of Citrix Netscaler & F5 load balancers, Cisco/Nexus routers and switches, EMC SAN. Experienced with installing and configuring Microsoft Windows 7/2008 and MS Office suite. Familiar with Windows services, logs and performance monitors. Experienced with using monitoring tools and performing basic troubleshooting. Basic understanding of IIS and DNS, and ability to make DNS changes. Experienced using and modifying batch and .vbs files. Comfortable using command line utilities such as nslookup, ping, traceroute, pinch, telnet. Experienced with tape library management. Basic knowledge of server virtualization. Basic understanding of network diagrams and port mapping. Experienced with racking and cabling of equipment. Excellent verbal and written communication skills a must . Ability to identify and prioritize tasks, and work with minimal or no direction. Ability to handle multiple tasks and responsibilities, and bring closure to open incidents. Ability to maintain professional demeanor under pressure. Desired skills:
Certification(s) in areas of expertise MCP, CCNA or higher, or equivalent experience. Knowledge of VM Ware ESX would be an advantage. Education or Equivalent Experience:
Minimum of 3 to 5 years relevant IT services experience in NOC/production support environment (preferably in banking/brokerage industry) Advanced formal education and/or training not required, but would be considered an advantage if applicable to this position.
EEO Statement No Discrimination. We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.
http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf Company Statement CenturyLink is an industry-leading provider of communications, high speed Internet and entertainment services from coast to coast. Our combination of business and residential service solutions -- including home and wireless voice solutions and digital television -- provide innovative solutions to our customers. CenturyLink is proud to be a participant in the U.S. General Services Administration Networx program, the largest communications services contract in the world. CenturyLink offers you the opportunity to develop and cultivate your career as we lead the communications industry into the future. Disclaimer The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Position Objectives:
Demonstrate thorough understanding of monitoring tools, customer's applications, the components associated with each application, and how these relate to one another. Coordinate all customer communications and escalations as the central point of contact. Execute IT standard operating procedures (SOP), work instructions (WI) and level 1/2 server support for Network Operations Center (NOC). Train and mentor teammates in mastering technical skills, as well as company and industry best practices, Be a strong team player who is accountable towards business urgency, work in shifts to provide onsite 24x7x365 coverage to the customer, and is flexible to work beyond stipulated hours. Essential duties:
Answer the dedicated NOC phone line, and create/update tickets for all customer requests. Analyze and report on network, server and application alerts generated by the monitoring tools (Site Watch, Netcool, Tivoli, HP Onboard Administrator, Windows utilities). Monitor the NOC Outlook Inbox and ticket queue, and coordinate all trouble ticket issues; respond to customer requests, trouble tickets and other scheduled activities within the SLA requirements. Perform basic troubleshooting and fact gathering, and escalate to appropriate teams as needed Interface with partners and vendors such as Cisco, HP, Thompson/ILX, and EMC to perform needed support. Document activities via shift reports and coordinate hand-over of incomplete activities to the next shift engineers; ensure follow-through. Maintain the Shift Log and deliver the report to customer distribution list. Understand contractual SLA's and be accountable for ensuring SLA compliance during the covered shift. Attend & maintain Savvis presence on all customer production crisis calls, engage senior engineers as needed, and report frequent status updates to internal management. Hold primary responsibility for activities including: enable/disable servers in load balancers; rebooting and caching servers; updating local DNS files; monitoring tape back-up jobs, managing tape rotation, and performing file restoration from tape back-up. Perform hardware break/fix repairs, and manage vendor replacement of faulty equipment. Maintain inventory, activity and procedure documentation on the NOC SharePoint site. Manage vendor access privileges to multiple data centers and coordinate with local operations teams for break/fix and other customer-approved activities.
Required skills:
Technical knowledge of solutions involving HP blade server infrastructure, particularly BL460 and BL680 blades and C7000 chassis. Basic knowledge of Citrix Netscaler & F5 load balancers, Cisco/Nexus routers and switches, EMC SAN. Experienced with installing and configuring Microsoft Windows 7/2008 and MS Office suite. Familiar with Windows services, logs and performance monitors. Experienced with using monitoring tools and performing basic troubleshooting. Basic understanding of IIS and DNS, and ability to make DNS changes. Experienced using and modifying batch and .vbs files. Comfortable using command line utilities such as nslookup, ping, traceroute, pinch, telnet. Experienced with tape library management. Basic knowledge of server virtualization. Basic understanding of network diagrams and port mapping. Experienced with racking and cabling of equipment. Excellent verbal and written communication skills a must . Ability to identify and prioritize tasks, and work with minimal or no direction. Ability to handle multiple tasks and responsibilities, and bring closure to open incidents. Ability to maintain professional demeanor under pressure. Desired skills:
Certification(s) in areas of expertise MCP, CCNA or higher, or equivalent experience. Knowledge of VM Ware ESX would be an advantage. Education or Equivalent Experience:
Minimum of 3 to 5 years relevant IT services experience in NOC/production support environment (preferably in banking/brokerage industry) Advanced formal education and/or training not required, but would be considered an advantage if applicable to this position.
EEO Statement No Discrimination. We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.
http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf Company Statement CenturyLink is an industry-leading provider of communications, high speed Internet and entertainment services from coast to coast. Our combination of business and residential service solutions -- including home and wireless voice solutions and digital television -- provide innovative solutions to our customers. CenturyLink is proud to be a participant in the U.S. General Services Administration Networx program, the largest communications services contract in the world. CenturyLink offers you the opportunity to develop and cultivate your career as we lead the communications industry into the future. Disclaimer The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
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