[GRLUG] TSC Analyst position

[Rob Geer]

 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.
Thanks
Rob Geer
Kelly IT
616-570-1653
robert.geer at kellyit.com


 *Technical Support Center (TSC) Analyst*

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.  TSC Analysts receive initial and escalated alerts
for service and ensures the incident is properly documented.

Additionally this position is responsible for providing mechanical support
via telephone. chat or e-mail to Client customers.  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.  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.

*Essential Job Functions*

*Description*

Monitor hardware and services in multiple data centers

* *

*Technical*

Diagnose and troubleshoot services and hardware relating to

·         Servers

·         Network storage

·         Networking

* *

*Documentation*

Produce and update:

·         Systems diagrams

·         Operational manuals

·         Knowledge base articles

* *

*Customer*

Interface with:

·         Customers to ensure that servers are functioning and to gather
information about more complex server requirements

·         Vendors as appropriate to expedite problem resolution

* *

*IT Service Management*

·         Analyze and evaluate incident reports

·         Make recommendations to reduce incident rate

·         Utilize problem management tools to record discrepancies in the
environment

* *

*Miscellaneous*

·         Provide out of hours support in line with on call responsibilities

·         Communicate effectively with peers management and customers with
excellent oral, written and telephone communication skills

·         Work collaboratively with others to solve Problems

·         Adapt to change environments

* *

*Technical Experience*

1.       Unix and/or Linux (RHEL preferred)

·         Fluent in the command structure and scripting

·         Understands the hierarchy of the operating system

·         Kernel tuning, server virtualization and server hardware knowledge
desired

2.       Oracle (ver 10g &11g preferred)

·         Day to day operation of Oracle databases

3.       Vmware (ESX/vSphere preferred)

·         Knowledge and practical experience with the day-to-day operation
of a VMware environment

4.       Netapp

·         Familiar with monitoring storage removal & additions and
troubleshooting techniques

5.       Cisco Networking

·         Monitoring and troubleshoot switches and firewalls

6.       MARS (or equivalent) monitoring

·         Knowledge and practical experience identifying, acknowledging and
investigating tolerance and threshold breaches

7.       Java

·         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

·         Familiar with XML and XML parsing

* *

*Education*

Bachelors Degree or equivalent technical education

* *

*Experience*

·         Systems infrastructure including hardware configuration, operating
system, emergency operating procedures and networks

*
*

*Interpersonal skills*

·         Excellent customer service skills

·         Professional

·         Courteous

·         Able to communicate with tact and sound judgment both verbally and
in writing

Ability to

·         Read and understand technical information

·         Handle multiple tasks simultaneously

·         Prioritize workload and meet deadlines

·         Think strategically, balancing long and short-term priorities

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