Technical Support Specialist

4 weeks ago

Alpharetta, United States eTeam Full time

Job Title: Help Desk Representatives

Location: Alpharetta GA 30005 Onsite

Duration: 12 Months

Shift: 08:00 AM - 05:00 PM - Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday

Pay Rate: $31.30/hr. on w2 without benefits


Description:

  • The Senior Console Operator monitors and responds to events on consoles and troubleshoots and resolves mainframe and production control incidents.
  • He/She responds to incoming calls from Information Services (I.S.) Help Desk representatives and support teams to assist with resolving incidents and events. This position implements standard procedures and manages incidents in the production environment.
  • He/She maintains knowledge of critical applications and error recovery procedures.
  • This position supports daily operational procedures to maintain 24x7 environment service levels.
  • He/She interprets computer-generated messages, determines appropriate actions, and follows standard procedures.
  • He/She successfully implements production system schedule changes to complete and adhere to change control guidelines.
  • This position delivers internal and external customer support and interacts with vendors to resolve issues.
  • The position does not require traveling in a personal vehicle.


Job Duties:

  • The shift rotates every 4 months between the first and second shifts. (06:30 AM - 03:15 PM, 02:30 PM - 11:15 PM)
  • Traveling in a personal vehicle is not required or allowed in the production environment for alerts.
  • Provides Incident Support, including communications, trending, and tracking.
  • Documents incidents with an appropriate level of detail in the trouble ticketing system.
  • Interacts with I.S. Teams and Infrastructure Vendors.
  • Supports Troubleshooting and Analysis of production incidents.
  • Administers and Supports Basic change control.
  • Works under general supervision and selects from written instructions and established procedures to accomplish assigned tasks.
  • Routine and regular contact with employees within and outside of the work unit requires explanation, discussion, and interpretation.
  • Customer-oriented.


Job Requirements:

  • Bachelors in Computer Science or the equivalent preferred Sr. Console Operator must be well organized and task-oriented with effective written and verbal communication skills.
  • Zone of Separation Environment (Z/OS)Beginner Data Communications, DB2 Data Sharing, Tivoli Intermediate Level Proficiency with Transmission Control Protocol/Internet Protocol (TCP/IP), Time Sharing Option (TSO), Multiple Virtual Storage (MVS)/ Job Control Language (JCL), Multiple Virtual Storage (MVS)/Virtual Telecommunications Access Method (VTAM)Intermediate WebSphere Intermediate Technical Knowledge of Hardware & Software Intermediate/Advanced Microsoft Office (Word, Excel, Access and PowerPoint)

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