Summary Supports customers' server and network environments as a member of Logicalis' 24x7x365 operations team. Responsible for support of detections, incidents, and requested item tickets for devices and resources monitored by Logicalis Managed Services, including Windows / Unix / Linux servers, IBMi devices, network devices, and applications, as well as other supported configuration items for internal and client systems. Essential Duties and Responsibilities * Respond to and solve customer issues utilizing technology tools, procedures, and training. * Utilizes Service Now ticketing system for detailed documentation of detection, incident troubleshooting, and service request fulfillment. * Escalates issues in accordance with escalation procedures. * Communicates frequently with customers, hardware/software vendors, and other support level tiers within Logicalis. * May create technical and process documentation for troubleshooting purposes. * Understands the Information Technology Infrastructure Library (ITIL) and follows the predefined ITIL incident, problem, and change management processes in place for each customer when resolving customer requests or outages. * Maintains current knowledge of core service offerings and Service Level Agreements (SLAs). * Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. * Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis to ensure adherence in a manner that reflects honest, ethical, and professional behaviors. * Supports and conducts self in a manner consistent with customer service expectations. Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience/Technical Requirements/Certifications Equivalent combination accepted. Education: * High School education or GED. Experience / Technical Requirements * 1 year of experience in multiple technologies, including any of the following: * Troubleshooting and/or configuration experience with IT Service Desk functions, including Windows Operating Systems and Microsoft Office products, and general networking knowledge. * Server/PC operating system support, specifically Windows Desktop, Server OS, VPN connectivity, backup solutions, and networking knowledge. * Windows Server administration: 2012, 2016, 2019. * Microsoft Azure fundamentals * Network technologies: Cisco, switch/route, IPT, UCCX * Microsoft 365 Administration * Experience working in an ITIL-based incident tracking system (Service-Now). * Basic understanding of network and server monitoring tools and technologies. Certifications Relative and current certifications to technologies listed such as: * CompTIA A+ * CompTIA Network+ * AZ-900: Microsoft Azure Fundamentals * Cisco Certified Network Associate (CCNA) Other Skills and Abilities * Strong troubleshooting and initiative skills. * Client service focus and excellent interpersonal skills. * Detail-oriented with the ability to multitask and prioritize to meet critical SLA deadlines. * Outstanding verbal, written, and technical/business communication skills. * Works well with team members and cross-departmentally. Physical Demands The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is required to either be sitting, standing, or in a similar posture as well as talk, see, hear, and use hands and arms. The employee may occasionally be required to move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may also occasionally lift and/or move up to 10 pounds. The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value inclusion and belonging at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws. Salary: $50,000 - $65,000/yr.
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