Integrated Operations Center On-Site Analyst Integrated Operations Center On-Site Analyst
Reports to: IOC Supervisor Department: Integrated Operations Center
IOC onsite analysts are in place to provide immediate response to incoming phone calls, monitoring alerts and customer-submitted tickets for various requests including hardware, software and network issues. They act as a central point of contact between support teams and end users on a day-to-day basis, often times supplementing established procedures with their own troubleshooting skills in order to identify and resolve technical problems. IOC Analysts are also a focal point for reporting incidents and for users making routine requests for services, and will pro-actively keep users informed of service events, actions and service changes that are likely to affect them wherever possible;
ESSENTIAL FUNCTIONS:• Second level support focused on Incident and Problem Resolution• Well rounded technical knowledge of operating systems including Windows Server, Linux, and Local area networks.• Assisting with the fulfilment of Service Requests. Responsible for resolving or escalating incidents in a timely manner • Attempt to identify what the underlying causes of issues within the infrastructure of a system and how to resolve them • Need to complete projects for incident, problem, changes, and authoring correctly and on-time• Provide Onsite/Deskside support• Remains on the forefront of emerging industry practices and technologies.• Fix problems (workstation, network, server) using their own skills and troubleshooting ability. • Keeps track of lessons learned and shares those lessons by entering Knowledgebase and Use Case submissions • Keeps affected business partners informed about progress. Potential travel between customer's sites to investigate, troubleshoot and fix any problem that cannot be fixed remotely. • Provide hardware and software support for all supported Personal Computer and Mobile Devices plus associated peripherals. • Provides basic support of telephony and UC systems, including the support of conference room audio video equipment. • Maintaining accurate hardware and software inventory and configuration information. • Comply with the company's, and the Clients Quality Management System. • Comply with the company's, and the Clients Security Policies, as well as Occupational Health, Safety and Environment policies and procedures. • Other duties as requestedLeadership and Team Focus
Remains on the forefront of emerging industry practices and technologies. Provides recommendations on changes and design enhancements to improve reliability, security, processes, and performance.
Takes responsibility for meeting commitments; desire to succeed and has a history of meeting solutions by deadline.
Builds respectful relationships with team members and client. Provides quality customer service above else; ensures an understanding between customer and Secure-24 and helps provide workable solutions.
Promotes innovation, creativity, and effectiveness, always striving for continuous improvement.
Grows professionally and personally; eager to acquire new knowledge while promoting Secure-24's values and culture.
* Bachelor's degree or equivalent work experience. 2+ years of technical Admin work experience• Advanced understanding of Microsoft Windows. Microsoft Certified Professional Qualification (MXP) preferred. • Intermediate understanding of Active Directory/Windows Server• Basic understanding of Linux/Unix • Advanced understanding of TCP/IP networking and common services • Analytic ability to diagnose problems and ability to work independently to correct the difficulties.• Understanding of network monitoring tools, ability to discern a critical server/network failure from those with a lesser impact• Strong analytical, problem solving, and conceptual skills.• Procedure and process driven, ability to follow processes and procedures and report when they are no longer accurate • Strong customer focus. Must work well with customers of varying levels of technical expertise in high-pressure situations and complex environments. • Excellent oral and written communication skills, with the ability to communicate to various levels of management and to customers.• Ability to adapt to changing business processes, technologies, and environments.• Strong desire and ability to quickly learn, become competent in, and apply new skills. • Must be proactive and able to work with minimal to no supervision. • Ability to work in pressure situations. • Available for full time shift work, including afternoons and overnights• Fluent in English, strong communication skills • Technical Writing skills as well as some experience training/teaching background • Ability to lift up to 50 lbs. w/ reasonable accommodations. • Required to travel for training and onsite support.