Integrated Operations Center Analyst – Jr. & Sr. Reports to: IOC Supervisor Department: Integrated Operations Center aka Help Desk POSTION SUMMARY: The IOC Analyst positions, both junior and senior have the same basic job functions – the resolution of Incidents (such as service interruptions), Change Tickets (ITIL based), Problems (finding root causes for re-occurring issues and correcting them). This front line positions are the entry level rungs of Secure-24, but would, at other organizations, be considered junior engineers. The IOC Analysts have access to servers of near every variety, from Windows Server 2000x, Linux, to ESX VMWare. They also perform extensive Network troubleshooting and documenting, using a variety of tools. The primary difference between the junior and senior designation is one of access rights. A junior analyst does not have server root access, and is limited in some other ways – though still able to cripple the operations of a client with a single mistake. The senior analyst has expanded access rights, and act as mentors to the juniors. ESSENTIAL FUNCTIONS: Second level support focused on Incident and Problem Resolution Well rounded technical knowledge of operating systems including Windows Server, Linux, and ESX 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 Analysts own resolution from start to finish Act as ‘Remote Desk Side’ technicians 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. Acts as Escalation Managers – in outage situations, Analysts are opening conference bridges, contacting engineering teams and managers to coordinate repair efforts. Fix problems (workstation, network, server) using their own skills and troubleshooting ability. Though they have resources (Wiki, Knowledgebase) they are expected to use this as a foundation but to go further, using experience, books, calls to engineers. Use Decision Analysis and Waterfall Model in software and OS testing. Keeps track of lessons learned and shares those lessons by entering Knowledgebase and Use Case submissions Leadership and Team Focus Challenges others to develop as leaders while serving as a role model and mentor. 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; consistently acknowledges and appreciates each member's contributions. Effectively utilizes each team member to his/her fullest potential; motivates team to work together in the most efficient manner. Provides quality customer service above else; ensures an understanding between customer and Secure-24 and helps provide workable solutions. Keeps track of lessons learned and shares those lessons with team members. Mitigates team conflict and communication problems; provides information that insures interest and understanding. 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. QUALIFICATIONS: - Bachelor’s degree or equivalent work experience.
- 2+ years of technical Admin work experience
- Advanced understanding of Microsoft Windows
- Intermediate understanding of Active Directory/Windows Server
- Basic understanding of Linux/Unix
- Basic 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.
- This employee must be strong willed and fearless – he or she will be called on to make decisions regarding which engineers and managers to involve in a situation – including situations that occur at 2am, or needing team members from disparate time zones.
- 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.
- Ability to adapt to changing business processes, technologies, and environments.
- Excellent organizational skills.
- Strong desire and ability to quickly learn, become competent in, and apply new skills.
- Excellent interpersonal and teamwork skills.
- Must be proactive and able to work with minimal supervision.
- Ability to work on cross-functional teams.
- 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
- Typing: 30 words/minute minimum
- Driver's license required
- Ability to lift up to 50 lbs. w/ reasonable accommodations
- Occasional travel for training and/or conferences
Salary and benefits: : 35k / year, full paid health insurance, 401k Matching. | 