<p><strong style="text-align: center;">Associate Service Desk Engineer (Operations Command Center)</strong></p> <p><strong><span><span>JOB SUMMARY</span></span></strong></p> <p><span><span>Working in a 24x7 OCC environment, the Service Desk Engineer is responsible for working with internal </span></span><span><span>and external engineering teams to rapidly resolve major and minor incidents. The Service Desk Engineer </span></span><span><span>ensures day-to-day service delivery problems are resolved and works on special projects as assigned. </span></span></p> <p><span><span>Works shifts are not typically 8-5 Monday through Friday and you may be called to into work on your </span></span><span><span>scheduled day off, and or rescheduled for work hours to assist in coverage. OCC is assigned projects and </span></span><span><span>are expected to work on the project during the assigned times. As well as balancing other duties as </span></span><span><span>assigned.</span></span></p> <p> </p> <p><strong><span><span>ACCOUNTABILITIES</span></span></strong></p> <p><span><span>Administration – duties that tend to be standard protocol/scripted procedures used to document </span></span></p> <p><span><span>volume/issues and provide the most basic user service.</span></span></p> <p><span><span> Ensures customer satisfaction by responding to calls to the Operations Command Center. Logs </span></span><span><span>all customer questions and problems, and tracks them through resolution.</span></span></p> <p><span><span> Provide enterprise monitoring support by using a pre-determined set of platform monitors and </span></span><span><span>software filters.</span></span></p> <p><span><span> Conduct assigned system maintenance</span></span></p> <p><span><span> Gathers metrics for regular reports and summaries.</span></span><span><span>Problem resolution- autonomously uses high-level technical, customer service, problem-solving and </span></span><span><span>decision-making skills to handle non-routine/scripted issues.</span></span></p> <p><span><span> Provides tier 1 support for all servers and systems in the production SaaS environment.</span></span></p> <p><span><span> Works closely with tier 2 and 3 support teams to resolve events and complete projects</span></span></p> <p><span><span> Assists Incident Management team during and after events to gather information and </span></span><span><span>troubleshoot incident root cause.</span></span></p> <p><span><span> Troubleshoots web site access and configuration issues</span></span></p> <p><span><span> Troubleshoots all areas of web servers including accessibility, configuration, software and </span></span><span><span>hardware</span></span></p> <p><span><span> Manages and maintains application and systems monitors in the production SaaS environment.</span></span></p> <p><span><span> Assists in developing scripts for automation tasks and process improvement</span></span></p> <p><span><span> Supports and maintains third party applications</span></span></p> <p><span><span> Assists in the implementation of new technical tools</span></span></p> <p><span><span> Other duties as assigned.</span></span></p> <p> </p> <p><strong><span><span>KEY TECHNICAL COMPETENCIES </span></span></strong></p> <p><span><span> Excellent communications and team skills</span></span></p> <p><span><span> Positive attitude in stressful situations</span></span></p> <p><span><span> Focuses on customer satisfaction as critical goal; regularly seeks input and feedback.</span></span></p> <p><span><span> Can effectively manage given tasks and projects in a timely and efficient manner</span></span></p> <p><span><span> Demonstrates follow-through until desired results are achieved.</span></span></p> <p><span><span> General server hardware knowledge</span></span></p> <p><span><span> Experience with Windows, Linux, networking, WAN and virtualization technologies</span></span></p> <p> </p> <p><strong><span><span>License/certifications required</span></span></strong></p> <p><span><span> MCSA or</span></span></p> <p><span><span> Red Hat Certified System Administrator (RHCSA)</span></span></p> <p> </p> <p><strong><span><span>EDUCATION, QUALIFACATIONS & BACKGROUND</span></span></strong></p> <p><span><span> Bachelor’s degree in Computer Science, MIS, related field or equivalent work experience.</span></span></p> <p> </p> <p><strong><span><span>Please apply through this link : </span></span></strong><span><span>http://pearsonlankavacancies.peopleshr.com/ApplicationForm.aspx?PRF_ID=000162&digest=nKuBltSBPkM10R+CLIBNDA</span></span></p> <p> </p> <p> </p>