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L1 Distributed/Help Desk support/ Technical support in Irving at Collabera

Date Posted: 9/13/2018

Job Snapshot

  • Employee Type:
    Contractor
  • Location:
    Irving
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/13/2018

Job Description

• Provide Tier I Technical Support for Client global technology infrastructure.
• Resolve simple, automated and scripted incidents
• Execute or implement simple, automated and scripted changes or infrastructure requests
• Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, business clients, vendors, and technology teams
• Troubleshoot and provide client support for technology and infrastructure issues
• Recognize severe events as they occur and engage Command Center Management immediately upon awareness of severe technology degradation.
• Document and update incident technical details into ServiceNow ticketing system.
• Escalate issues to Tier II support if unable to resolve through initial triage and troubleshooting that are within the Command Center operating procedures.
• Communicate with Command Center Management to provide frequent status updates regarding technical issues and status of the remediation efforts.
• Execution of standard operational processes which involve technology and client interfaces.

A Level 1 Distributed analyst has the following general characteristics and experience:
• Bi-lingual preferred, but not mandatory
• Strong communication skills, both written and verbal
• Basic knowledge of Tivoli Workload Scheduler (TWS-D)
• Basic knowledge of CA Workload Automation (Autosys).
• Basic knowledge of UNIX and Windows systems
• Familiarity of PC skills including MS Office Products
• Knowledge of Service Now, ability to open, transfer, and close tickets

Job Requirements

WAN, COM, Unix, Ticketing System