Student or Entry-Level Job

Support - 1st Level Support Analyst

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KellyMitchell Group
Chicago, IL
Application Deadline: No Deadline
Position: Full-time, Paid

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JOB DESCRIPTION: Follow established procedures to troubleshoot, coordinate and resolve systems related incidents. The 1st Level Analyst is responsible for the initial analysis, diagnosis and troubleshooting of events. Ensure reported production outages/incidents are communicated and resolved in an expeditious manner. Ensure all reported production outages/incidents are documented properly within Service Center (ticketing tool).

- Follow established procedures to diagnose and trouble-shoot system events
- Analyze, determine, and document reported production outages/incidents
- Answer incoming customer phone calls
- Engage and coordinate with 3rd party vendors (i.e. ATT, IBM and Sprint)
- Determine severity, impact, and nature of incidents
- Monitor and acknowledge system events
- Communicate, and/or Escalate to 2nd Level Support Teams, if need exists
- Perform basic Unix troubleshooting in accordance with SOP's
- Enter pertinent information and updates of reported incidents in Service Center
- Monitor jobs for all applications to which schedules are managed by Maestro
- Participate in RRT (Rapid Response Team) conference calls.
- Reset client passwords according to information security guidelines.
- Perform periodic ticket reviews of the Command Center ticket management, and implementation queues and take action as needed

Soft Skill Requirements:
- Exceptional customer service/people skills
- Strong analytical troubleshooting skills
- Excellent written and verbal communication skills
- Strong work ethic, excellent attendance and flexibility to work overtime
- Team player with a positive, friendly attitude
- Sense of urgency for incident resolution
- Ability to multi-task in a fast paced environment with minimal direction
- Experience communicating with senior/executive level managers
- Basic knowledge of mainframe and batch operations

How To Apply

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