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POST DATE 8/14/2016
END DATE 11/14/2016
JOB DESCRIPTIONPOSITION SUMMARY: This position is responsible for maintaining, tracking physical assets, monitoring and resolving issues associated with information systems products and services. This requires the incumbent to be fully knowledgeable of appropriate tools, technologies and methodologies to provide optimal solutions for meeting customer needs.
ESSENTIAL FUNCTIONS: THE FOLLOWING ARE THE USUAL, BASIC AND ESSENTIAL FUNCTIONS OF THE POSITION. THESE FUNCTIONS ARE NOT TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES, AND SKILLS REQUIRED.
? Model ethical behavior and execute job responsibilities in accordance with Citizens core values, ethics, and information protection policies.
? Follow established and documented procedures to monitor system outages and generalized system performance.
? Provide next path escalation of issues in an accurate and timely manner for all production incidents, both internally and externally with a strong focus on customer service.
? Facilitate triage and verification of all escalated problems.
? Minimize disruption by facilitating communication between impacted parties.
? Schedule implementation meetings with appropriate parties; may serve as meeting facilitator and record key action items; distribute these to appropriate team leads.
? Follow up and provide required documentation of issues through resolution.
? Work with internal teams to maintain, develop, and improve operational processes and procedures with the goal of improved TOC customer service.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:
? Knowledge of various user application packages.
? Knowledge and experience of specific operating systems, networks and platforms.
? Skill in oral and written communications.
? Skill in solving complex problems quickly.
? Recognized expertise in troubleshooting and problem resolution.
? Demonstrated customer service orientation.
? Demonstrated ability to work effectively with customers and technical staff to resolve problems.
REQUIRED EDUCATION AND EXPERIENCE:
? Associate?s Degree in Computer Science/ Information Technology or related field OR 2 years of relevant experience OR a combination of education and relevant work experience equivalent to 2 years.
? 1 or more years of experience in customer service/ support.
? Bachelor?s Degree in Computer Science/ Information Technology or related field OR 4 years of relevant experience OR a combination of education and relevant work experience equivalent to 4 years.
? ITIL Foundation certified.
? Effective presentation skills.
? Requires the ability to sit for long periods of time, listen and converse over the telephone and frequently type on a computer (4 or more hours per day).
? Requires the ability to work shifts outside of normal working hours.
? Requires the ability to be on call according to scheduled rotations.
? Ability to be on call and support a 24 hour/ day and 7 day/ week operations environment as needed.
We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.