Technology Incident Manager
Found in: Appcast Linkedin GBL C2 - 2 weeks ago
Founded in 1994, ATSG is a global leader in transformational solutions as a service for today’s digital enterprise. Through ATSG’s service portfolio of Digital Infrastructure, Digital Workplace, Collaboration and Client Experience, and Cybersecurity offerings, ATSG provides Intelligent IT as a Service leveraging its comprehensive Ai2 automation platform.
Headquartered in New York, NY, and with offices around the globe, ATSG digitally enables IT infrastructures for our clients and end-users by providing applications, infrastructure, and devices in a secure manner – via flexible, fully packaged, managed as-a-service offerings. We ensure that enterprises have a clear vision and implementation of the right tools and technologies to make their strategies a reality.
Job Title: Technology Incident Manager
Location: Tampa, FL
Job Description:
ATSG is seeking a Technology Incident Manager to join our team employing a dynamic customer service focus. This position is an onsite position at our client’s location in Tampa, FL.
Responsibilities:
- Record and classify received incidents and service requests
- Interact with client users throughout the incident lifecycle, from initial impact assessment and data collection through troubleshooting and remediation
- Undertake efforts to restore any failed technology application or service as quickly as possible
- Verify resolution with end users and within ITSM tool
- Triage and escalate major incidents to the incident and/or problem manager
- Develop and publish knowledge base articles as new production scenarios dictate
- Contribute to overall team effort in achievement of established SLA’s
Qualifications:
- Highschool Diploma or equivalent experience
- Awareness or interest with the following technologies:
- Windows Desktop troubleshooting
- Network administration (add, move, change)
- Device Management Tools (Intune, MDT, Etc..)
- Active Directory
- Software applications and services
- Successful problem solving and analytical skills
- Ability to work within a diverse environment
- Passion for technology and customer service
- Excellent verbal and written communication skills
The Culture at ATSG is built on the shared belief that the core of the company is the excellence of our employees. We recognize the value of diversity in our workforce and we encourage our team members to work together and collaborate on initiatives. #OneATSG
ATSG is an Equal Opportunity Employer.
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