IT Support Administrator

Emerson - 1 poziție
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Descrierea jobului

The EOC (Emergency Operations Coordination Center) Support Admin follows standard operating procedures and performs first line of investigation, diagnosis, and validation of automated alerts, events and Incidents reported. Performs both pro-active and reactive monitoring on all supported services using the standard monitoring tools and processes.

In this role you will:

Incident Management

• Facilitates the recovery of an incident with an Enterprise impact, time sensitive request tickets and drives issues to fastest possible resolution, by engaging appropriate technical resource groups through the available channels (EOC Bridge, WebEx, Email, Teams, etc).

• Sends timely email communications to the stakeholders using the existing communication templates

Problem Management

• Post-Incident processes in an Enterprise Impact Incident that EOC was involved in and provides support in RCCA (Root Cause Corrective Action) Form creation

Monitoring & Triage (Applications, Security Alerts, Servers, Network)

• Performs ticket queue monitoring and assures first line of investigation, diagnosis, and validation of automated alerts, events and Incidents reported using the standard monitoring processes and tools (Service Now, Solar Winds, EPIC, Oracle database hosting various web based platforms)

• Responsible for gathering troubleshooting information either for direct resolution or for an escalation to the technical support team.

• Facilitates incoming call/escalation from vendors, site contacts and Telco company

• Ensures ticket queues in the ticketing system (Service Now) are progressing, follows up with site contacts and drives to resolution the tickets.

Global Operations

• Manages the escalation and ensures that Global Operations Tickets will be owned and resolved by the required Global Ops representative from the support group if these ticket alerts are not resolvable by EOC.

• Ensures that tickets are monitored and being closed in the shortest possible time without failing the SLA and maintaining the agreed KPIs (MTTR, Response Time)

• Handles GDC Vendor Access requests, inquiries and escalations.

Maintenance Coordination

• Facilitates the Change Activities that have been identified as having potential Enterprise level impact and are requiring EOC Engagement (Identifying resource persons required for the activity completion, Maintenance Activity Logging, EOC Maintenance Call Bridge Facilitation, EOC Maintenance Notification, Webex Facilitation, escalation to next level)

For this role you will need:

• Bachelor’s Degree in Computer Science/ Information Technology or related discipline or equivalent work experience

• Ticket and incident management; usage of monitoring tools

• Demonstrated basic knowledge and experience with one or more of the following platform/technologies: o Windows Operating System (Microsoft Active Directory, Microsoft Windows Server) o UNIX/Linux (Solaris/LINUX/Oracle), virtualization technologies o Storage (SAN Solutions, NAS Solutions, Enterprise grade Backup/Recovery) o Awareness and appreciation of Service Management best practices (ITIL Foundation) o Knowledge of Networking, Server, Voice and Communications Infrastructure (LAN, WAN and Wireless, TCP/IP, NFS, etc) o Skilled in Microsoft applications software (Word, Excel, PowerPoint, Outlook, SharePoint, etc.)

• Very good Verbal and Written Business communication skills

• Proactive customer service mindset - reaching out to users or partners for any ticketing system challenges and/or updates

• Time Management & Results Orientation

• Attention to details & quality, ensuring that process guidelines are adhered to, with zero or minimal discrepancies

Descrierea companiei

At Emerson, we are innovators and problem-solvers, focused on a common purpose: leaving our world in a better place than we found it. Each and every day, our foundational values—integrity, safety and quality, supporting our people, customer focus, continuous improvement, collaboration and innovation—inform every decision we make and empower our employees to keep reaching higher. As a global technology and engineering leader, we provide groundbreaking solutions for customers in industrial, commercial, and residential markets. Our Emerson Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production and protect personnel and the environment while optimizing their energy and operating costs. Our Emerson Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure. Emerson, a Fortune 500 company with $15.3 billion in sales and 200 manufacturing locations worldwide, is committed to helping employees grow and thrive throughout their careers. Whether you’re an established professional looking for a career change, an undergraduate student exploring options or a recent MBA graduate, you’ll find a variety of opportunities at Emerson. Join our team and start your journey today.
Publicat 24 apr. 2022 Reactualizat 22 mai 2022 Expiră 24 mai 2022
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