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<div>I have a position for a TSC Analyst I am working on in Grand Rapids and wanted to see if anyone might be interested or know of any good candidates.. This is a 2nd shift position with a lot of growth potential. Here is the job description.</div>
<div>Thanks</div>
<div>Rob Geer</div>
<div>Kelly IT</div>
<div>616-570-1653</div>
<div><a href="mailto:robert.geer@kellyit.com">robert.geer@kellyit.com</a></div>
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<p style="TEXT-ALIGN: center; LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt" align="center"><b>Technical Support Center (TSC) Analyst</b></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt">This position is responsible for monitoring and troubleshooting internal IT servers and services at Client in addition to the servers and services of their service platforms.<span> </span>TSC Analysts receive initial and escalated alerts for service and ensures the incident is properly documented.</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt">Additionally this position is responsible for providing mechanical support via telephone. chat or e-mail to Client customers.<span> </span>Analysts will receive incident and service requests and are expect to own the incident ensuring that activity and resolutions are fully documented and those affected remain informed at all times.<span> </span>Following the restoration of normal service analysts will perform root cause analysis as required and update problem documentation and provide succinct communication to peers, the business and customers.<span> </span></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><b>Essential Job Functions</b></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><b>Description</b></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt">Monitor hardware and services in multiple data centers</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><i> </i></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><i>Technical</i></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt">Diagnose and troubleshoot services and hardware relating to</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Servers</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Network storage</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Networking</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><i> </i></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><i>Documentation</i></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt">Produce and update:</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Systems diagrams</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Operational manuals</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Knowledge base articles</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><i> </i></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><i>Customer</i></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt">Interface with:</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Customers to ensure that servers are functioning and to gather information about more complex server requirements</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Vendors as appropriate to expedite problem resolution</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><i> </i></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><i>IT Service Management</i></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Analyze and evaluate incident reports</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Make recommendations to reduce incident rate</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Utilize problem management tools to record discrepancies in the environment</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><i> </i></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><i>Miscellaneous</i></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Provide out of hours support in line with on call responsibilities</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Communicate effectively with peers management and customers with excellent oral, written and telephone communication skills</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Work collaboratively with others to solve Problems</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Adapt to change environments</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><b> </b></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><b>Technical Experience</b></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span><span>1.<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Unix and/or Linux (RHEL preferred)</p>
<p style="LINE-HEIGHT: normal; MARGIN: 0in 0in 0pt 1in"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Fluent in the command structure and scripting</p>
<p style="LINE-HEIGHT: normal; MARGIN: 0in 0in 0pt 1in"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Understands the hierarchy of the operating system</p>
<p style="LINE-HEIGHT: normal; MARGIN: 0in 0in 0pt 1in"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Kernel tuning, server virtualization and server hardware knowledge desired</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span><span>2.<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Oracle (ver 10g &11g preferred)</p>
<p style="LINE-HEIGHT: normal; MARGIN: 0in 0in 0pt 1in"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Day to day operation of Oracle databases</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span><span>3.<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Vmware (ESX/vSphere preferred)</p>
<p style="LINE-HEIGHT: normal; MARGIN: 0in 0in 0pt 1in"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Knowledge and practical experience with the day-to-day operation of a VMware environment</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span><span>4.<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Netapp</p>
<p style="LINE-HEIGHT: normal; MARGIN: 0in 0in 0pt 1in"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Familiar with monitoring storage removal & additions and troubleshooting techniques</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span><span>5.<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Cisco Networking</p>
<p style="LINE-HEIGHT: normal; MARGIN: 0in 0in 0pt 1in"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Monitoring and troubleshoot switches and firewalls</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span><span>6.<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>MARS (or equivalent) monitoring</p>
<p style="LINE-HEIGHT: normal; MARGIN: 0in 0in 0pt 1in"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Knowledge and practical experience identifying, acknowledging and investigating tolerance and threshold breaches</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span><span>7.<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Java</p>
<p style="LINE-HEIGHT: normal; MARGIN: 0in 0in 0pt 1in"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Familiar with the Java architecture, Java tracing, Java Application Servers like Apache web servers, Java APIs and servlet engines that run in a Java Runtime Envitronment under Linux</p>
<p style="LINE-HEIGHT: normal; MARGIN: 0in 0in 0pt 1in"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Familiar with XML and XML parsing</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><b> </b></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><b>Education</b></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt">Bachelors Degree or equivalent technical education</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><i> </i></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><i>Experience</i></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Systems infrastructure including hardware configuration, operating system, emergency operating procedures and networks</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><i><br></i></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><i>Interpersonal skills</i></p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Excellent customer service skills</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Professional</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Courteous</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Able to communicate with tact and sound judgment both verbally and in writing</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt" class="MsoNormal">Ability to</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Read and understand technical information</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Handle multiple tasks simultaneously</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Prioritize workload and meet deadlines</p>
<p style="LINE-HEIGHT: normal; MARGIN-BOTTOM: 0pt"><span style="FONT-FAMILY: Symbol"><span>·<span style="FONT: 7pt 'Times New Roman'"> </span></span></span>Think strategically, balancing long and short-term priorities</p>
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