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Pyramid Academy, Inc.


Jobs

March 2021: L1 Support Engineer

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Posted on: February 1, 2021 Apply Now
Expires March 15, 2021

KEY JOB FUNCTIONS

  • Provide Level 1 incident management support for applications, shared services, and infrastructure issues.
  • Quick return of customers to productivity using robust troubleshooting steps. Set expectations when issue is not easily resolvable and/or requires the engagement of L2/L3 support.
  • Proactive monitoring of application, infrastructure, and environmental alerts to identify malfunctions and ensure reliability.
  • Oversee vendor involvement in the resolution of incidents to ensure accountability and adherence to SLAs.
  • Work closely with all support teams to ensure incidents are resolved in a timely manner and according to established SLAs.
  • Overall quality customer experience and high level of customer satisfaction.
  • Proper and clear documentation of incident event details in ticket tracking system (i.e., ServiceNow).
  • Use of collaboration tools to efficiently communicate with others when triaging and/or escalating incidents.
  • Quick identification of critical incidents and coordination of response activities with Incident Manager.
  • Work with all levels of leadership, including senior management, in a respectful, professional, and communicative manner during a critical incident. Communicate technical issues in layman’s terms.
  • Improvement of operational team procedures by studying, evaluating, and recommending moderately complex process and program re-designs.
  • Follow up on items that could potentially negatively impact production operations, assist with postmortem related activities, and support various efforts related to operational improvements.
  • Implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.

EDUCATION

Associates or bachelor’s degree in an IT related field is highly preferred.

MINIMUM EXPERIENCE

2+ years of related experience in IT support

SPECIALIZED KNOWLEDGE & SKILLS (Required for Success in this Role)

  • Basic knowledge of IT Incident Management
  • Basic knowledge of Change Management
  • Basic end user triage experience
  • 2 years of experience handling incidents and issues in a 24/7 production environment
  • 2 years of working experience or knowledge with different IT infrastructure components such as Windows Servers, network and systems administration, and other infrastructure components
  • Hands on experience with Service-Now or other ticketing tools
  • Experience using Outlook, Excel, SharePoint, and collaboration tools such as Cisco Jabber and MS Teams
  • Experience and confidence working with all levels of management
  • Excellent written and verbal skills
  • Ability to multitask during concurrent events.
  • Strong relationship management skills and aptitude to multi-task and work well in a high stress environment, both within teams and independently

PREFERRED EXPERIENCE

· ITIL Foundations Certified

· Experience with customer contact desktop applications (i.e., Finesse, RingCentral)

Apply Now

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