Job Location: Fairfield, CA
Job Location: Fairfield
Department Overview
Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.
Position Summary
Responds to network alerts and computing problems and works remotely to resolve them. Utilizes support from technical experts within the organization and third parties to resolve problems. Takes responsibility for handling incidents through completion or escalation. Finalizes the task according to company policies for incident management. Documents the problems encountered and techniques used to solve it for future reference.
Shift would be 3×12 with hours of 6am-6pm. Three 12 hour shifts, and every 3rd week will work four 12 hours.
This position is hybrid, working from your remote office and your assigned location based on business need.
Job Responsibilities
Mentors and provides guidance to less experienced colleagues.
Provides expert level support in analyzing, diagnosing and resolving the most complex technical problems across all Support Areas.
Proficiency in all jobs performed by the ENOC, including monitoring tools, incident identification, notifications, and resolutions
Acts as escalation point for customer issue resolution.
Approves and coordinates clearance releases, and supports escalated repair or restoration activities from escalated events.
Work with tools and SME’s to support upgrades and research faults
Acts in lead capacity on technical conference bridges for outages as part of the outage management process related to change / maintenance events.
Establishes a working environment that fosters engagement, continuous learning, innovation, open honest communication, critical thinking, creative problem solving, efficiency, accountability, collegiality and safety.
Implements firmware/software upgrades for systems and devices under IT Operations Center accountability or as requested.
Creates and manage tracks incident tickets, change requests, work orders, service requests and assignments as directed.
Report on trends,upcoming maintenance, update critical asset lists/contacts. Work with the LOBs to improve tag handoffs and create efficiencies
Drives continuous process improvement and manages complex technology and data process improvements and projects.
Qualifications
Minimum:
Bachelors Degree in IT-Information Technology or job-related discipline or equivalent experience
8 years’ experience in telecommunication, internet, or network operation center environments
CompTIA-Computing Technology Industry Association certification
Desired:
Masters Degree in Engineering or job-related discipline or equivalent experience
Experience with ticket management applications
Experience in monitoring network devices
Leadership experience
Experience in data center facility, 5 years
Experience in data analysis, job-related
Experience in coaching and mentoring
~Project Management Institute (PMI) certification
ITIL-Information Technology Infrastructure Library Practitioner certification
CCNA-Cisco Certified Network Associate certification
CompTIA-Computing Technology Industry Association CDIA-Certified Document Imaging Architect certification
^Works in 24 hours per day-7 days per week environment
Ability to work shift schedule
Ability to travel up to 5 percent of working time
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