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Systems Technician - Service Desk Layered Technologies
At Layered Tech, we make it easy for you to focus on managing your success, instead of your servers. Customers around the world count on Layered Tech for:1. SUPERIOR VALUE: Solutions that are affordable and allow you to lower expenses and cut costs. 2. SUPERIOR VISION: Leadership in practical, innovative infrastructure hosting solutions. 3. SUPERIOR EXPERTISE: Responsive people who are certified in the latest hosting technologies. 4. SUPERIOR RELIABILITY: The finest equipment, the tightest security, in top-tier data centers. 5. SUPERIOR CHOICE: The widest range in operating systems, software and support levels to customize solutions to your precise requirements.
The Service Desk Technician will act as the single point of contact for Incident, Request and Change Management related to proactive monitoring diagnosis, and resolution of incidents in a 24x7, fast paced, team orientated enterpris level Operations Center. The Servic Desk Technician will interface directly with Layered Tech clients, 3rd party vendors and internal resources to ensure a superior client experience.
Job Responsibilities
Deliver superior enterprise level client service through professional, comprehensive, and timely communication for all Incidents and Requests for Change
Provide timely response, escalation, and resolution to promote the rapid restoration of services for all incidents
Provide methodical and successful execution of client change requests
Maintain network stability through advanced troubleshooting, timely resolution of client incidents, and proactive maintenance
Ensure all internal systems and client environments are operational through the use of Network/System Monitoring
Job Requirements
Identify resolve and escalate issues according to procedural documentation and training
Provide and obtain timely updates to/from relevant parties (internal and external)
Manage incidents to resolution in a timely manner
Monitor client and Infrastructure environments to quickly identify and resolve incidents
Other duties as assigned
Critical Skills
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
Hands on experience with one or more of the following:
Network and Systems technologies
Network LAN and WAN (STP, Cisco Flexlink, OSPF, BGP, MPLS, QOS)
Logical and physical ATM and Frame Circuitry
Microsoft or Unix server OS
Server Loadbalancer configurations and support
Common web server applications (IIS, .net, Tomcat, etc.)
Network and Systems hardware platforms
Cisco routers and Switches
Server Loadbalancers (F5, Cisco ACE, Inkra)
E-genera
Experience with Shell/Perl/Expect/PHP and/or other scripting languages, database administration, and/or web development technologies like HTML, XML, Java
Familiarization with SAS-70 and ITIL guidelines and practices
Technical certifications in areas of expertise (Cisco, Juniper, MS, ITIL, Nortel, Ciena)
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)
Current/Active Certification or previous network and systems experience or associated fields
Career Pathing
Senior Layered Tech Operations Administration
| Location: | Kansas City, MO United States |
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Layered Technologies
All Jobs: at Layered Technologies| Web Site: | www.layeredtech.com |
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| Headquarters: | 5085 W Park Boulevard Suite #700 Plano, TX 75093 United States |
| Industry: | IT Services |
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