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IT Support Specialist

5 months ago

Germantown, United States Dunhill Professional Search Full time

serve as a part of the incident management team in a 24X7 Microsoft Azure environment. Candidate will diagnose, mitigate and/or escalate system issues to maintain a high level of system/platform availability. Candidate will serve as a part of the Live Site work stream and will require an understanding of core Windows Azure components and tools to diagnose issues.

Duties and Responsibilities

  • Responds to incident tickets in a 24x7 operational environment to meet SLA objectives.
  • Troubleshoots system issues using diagnostic tools like netmom, windbg, and custom application tools.
  • Reviews system logs to identify and mitigate system issues.
  • Leverage knowledge base to help troubleshoot, identify and resolve systems issues.
  • Update knowledge base troubleshooting guides and lessons learned as required.
  • Document incident fixes and make recommendations to engineering team for system improvements for consideration in future releases.
  • Document system issues resulting in system outages and coordinate change though change management process.
  • Support collaboration across operations, development teams and external partners.
  • Support "tiger team" calls to streamline knowledge sharing and timely resolution of system issues.
  • Monitor solution performance according to client specification and SLAs, escalate as needed.
  • Other supporting duties, as directed.
  • Willingness to work overtime and varying hours as required.

Minimum Qualifications

  • BS in Computer Science or other technical discipline is preferred.
  • 3 years of operations experience providing application infrastructure support; 2 year performing system administrator support

Clearance Requirement

  • TS/SCI with Full Scope Poly required.

Other Job Specific Skills

  • Experience with system administration support tools such as Windows/Linux
  • Experience supporting a 24x7 cloud based environment.
  • Strong interpersonal skills
  • Strong oral and written communication skills
  • Experience in supporting Cloud based environment and tools such as Azure/AWS
  • Experience analyzing, troubleshooting, and providing solutions for technical issues.
  • Ability to problem solve and collaborate with team members.
  • Strong organizational and multi-tasking skills
  • Strong in technical communications with both technical and non-technical peers
  • Able to maintain professionalism under pressure.
  • Strong customer focus

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