System Operator; Night Shift

Summary

Responsible for initial communication, documentation and triage of all customer incidents reported to Managed Services NOC. Supports end user service request fulfillment as required.

• Responds and solves customer issues utilizing technology tools, procedures, and training.
• Utilizes Service Now ticketing system for detailed documentation of 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 ITIL and follows predefined ITIL incident, problem and change management processes for each customer when resolving 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 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.

This job has no supervisory responsibilities.

Associate degree in a related field.

1 year experience in the following:

• Troubleshooting and/or configuration experience with IT Service Desk functions including Windows Operating Systems, Microsoft Office products, and general networking knowledge.
• Server/PC operating system support, specifically Windows 10 and above and Windows Server 2016 and above, VPN connectivity, backup solutions, and networking knowledge.
• Service Now (or similar ticketing system tool) and Nimsoft (or a similar IT monitoring system tool).
• Proficient use of all Microsoft products and operating systems.

Current certifications in technologies such as Microsoft, Cisco or CompTIA A+ / CompTIA Network+ are preferred.

• Strong troubleshooting and initiative skills.
• Client service focus and excellent interpersonal skills.
• Strong, clear communication skills – oral, written, and email.
• Excels in ability to multi-task.
• Works independently with minimal supervision.
• Works well with team members and cross‑departmentally.

While performing the duties of this job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may 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.

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 diversity and inclusion 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.

$18/hr to $22/hr