Client Services and Operations Intern Layered Technologies
THIS JOB HAS EXPIRED Description
Junior Systems/Data Center Technician - Intern
Service Desk/DC Operations
Client Services/Data Center
Kansas City, MO
Service Desk Manager
Interns will assist with proactively monitoring, diagnosis, and resolution of incidents in a 24x7, fast paced, team orientated enterprise level Operations Center and act as the secondary point of contact for Incident, Request and Change Management activities. Service Desk Interns will learn how to deliver world class client service through professional, comprehensive, and timely communication for all Incidents, Requests and Changes; interfacing indirectly with Layered Tech clients, 3rd party vendors and internal resources to ensure a superior client experience. Interns will also work with our Data Center Operations team installing and cabling customer solutions and all remote hand/feet requests for clients and support operations.
Intern will be responsible for knowing and following all Layeredtech policies, procedures and processes.
Intern will assist in escalating tickets according to established service level objectives.
Intern will assist in creating tickets based on monitoring systems activity or via client input.
Intern will assist in assigning tickets to the correct type, priority and response template.
Intern will assist in for creating hosting tasks to effect change in the client environments.
Intern will assist in methodical and successful execution of tickets for client issue resolution.
Intern will assist in updating documentation to reflect changes in client environments.
Intern will assist in effective client communications via phone and ticket entries.
Intern will be responsible for completing company training curriculum as required.
Intern will assist in providing timely responses, escalations and resolutions in the promotion of rapid restoration of services for all P1 incidents and critical events.
Interns will inform the Service Desk Manager of all P1 incidents or critical events for immediate escalation.
Interns will inform the Service Desk Manager of all observed incidents that violate security procedures.
Intern will consult with the Service Desk Manager on situations that are not described by current policies.
Intern will research client environments, escalation trees, documentation.
Intern will validate client information recorded in document repositories and applications.
Intern will provide content for documentation, application updates and client specific projects.
Interns participating in this program will also be cross-trained to work with the Data Center Operations team as Junior Data Center Technicians. The Data Center technician has primary responsibility for leading activities in support of implementations of company clients? custom installs and company support systems.
Intern will load an OS
Intern will create custom cabling, cut, crimp add rj45 connectors
Intern will wipe drives for security compliance
Intern will troubleshoot hardware.
Follow documented policies, processes and procedures to include run books and interim escalation protocols.
Assist in generating appropriately prioritized and typed tickets based on monitoring tools, diagnostics and client input.
Assist in the creation of detailed steps for tasks to be performed that change the clients compute environment.
Perform routine server based skills to diagnose and assist in the remediate items based off ticket items.
Craft or update complete and concise documentation following established templates.
Timely and clear communications with clients, internal technology specialists and management.
Successful completion of monthly assigned Layeredtech internal training curriculum.
Rapid and concise communications escalating P1 incidents and critical events to management.
Other duties as assigned
Previous enterprise, IT or service provider experience at Tier 2 or above level
Ability to quickly adapt to advancing technologies and procedural changes
Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution
Ability to coordinate and communicate effectively with other technologists and business partners to maintain high service levels in a demanding environment
Ability to work well in team environment
Excellent verbal, written and analytical skills
Proven understanding of basic networking equipment functions (firewall, router, switch, load balancer)
Confirmed knowledge of basic TCP/IP and related technologies (TCP/UDP, DNS, Ping, routes, host files, service ports)
Demonstrable basic understanding of high availability and disaster recovery solutions
Proven ability to perform basic server maintenance skills, to include one or more of the following:
Viewing log files
Backup and restore procedures
Validation of server installed services functionality
Starting/Stopping server services
Adding/Deleting user accounts
Establishing permissions for user accounts
Demonstrable understanding of patching OS and commonly installed business applications and firmware
Hands on experience with one or more of the following technologies:
Microsoft or Unix server OS
Virtual Machine technologies (VMware, Xen, Microsoft Virtual Server)
IIS / Apache / Tomcat / JBoss
Role, Group and individual permissions settings on a server and file system
NIC Pair bonding
Server Load balancer configurations and support
Server level scripting (Bash, Batch, Powershell, Shell, Perl, PHP, Expect)
Common file sharing solutions (CFS,CIFS, ZFS, NTFS
Familiarization with established IT frameworks, guidelines and practices (SAS-70, SSAE 16, ITIL, COBIT, TOGAF)
Technical certifications in areas of expertise (Microsoft Server, Redhat, Network+, Security+, i-Net+)
Education / Experience
Associates Degree or equivalent education in related fields / or 5 years? experience in related field
3+ years? experience working in IT Service Provider industry at enterprise level
ITIL Foundation Training / Certification (Certification required for management roles)
Junior Project Manager, Project Manager
I hereby state that I have received, read and understand the job description for the position that I am to perform. Furthermore, I acknowledge that I have met the requirements listed and am able to satisfactorily complete the tasks and responsibilities identified. Should at any time my ability to perform the job as described change, I will notify my manager immediately so that arrangements can be made to correct the situation.
||Kansas City, MO |
THIS JOB HAS EXPIRED