Title: Associate IT Administrator – Enterprise Technology Support Center
(ETSC)
Location: Atlanta, GA
LEngth: Long Term Project

Job Duties:
The Enterprise Technology Support Center (ETSC) Associate IT Administrator
monitors and maintains control of all Support Center Infrastructure,
operations, Applications, computing platforms and network elements in a 7x24
environment via the Support Center support platforms. This position’s duties
and tasks follow some what of a routine, but frequently encounter
non-routine issues. This position assists in implementing pro-active efforts
against data network elements requiring attention, to include trouble ticket
generation, escalation, outage notifications, submitting and monitoring of
daily, weekly and monthly jobs and plays an integral role in instructing
and/or directing personnel through trouble resolution. This position will
utilize good communication and writing skills. This position will track and
perform analysis on incidents and outage conditions and ensure corrections
are uniformly distributed and implemented. This position will also assist in
producing an environment of teamwork, leadership, motivation, and excellent
customer service.

Summary of Position:
Monitors various computing platforms such as, Unix, AS400, NT, and
Applications such as Cisco IPCC, UCCE, E-Talk, EWFM, IVR Speech recognition,
Predictive Dialers, ACD’s along with monitoring network elements for alarm
conditions using the Command Center support platforms.
Ability to work shifts and provide on call coverage after hours.
Generate trouble tickets when appropriate, using the Keystone Trouble Ticket
software application.
Pro-active action against data network elements requiring attention, to
include trouble and change ticket generation, escalation and submission of
outage notifications
Assistance with After Action Report generation and all post mortem
documentation for escalated events.
Escalates issues to on call SME if the existing documentation proves
inadequate for resolving the alert within the defined timeframes (meet or
exceed SLAs).
Perform issue triage by following pre-defined operational procedures for
responding to alarms.
Monitor and coordinate maintenance activities for all outage conditions
throughout the data network.
Monitors and supports system flow, including production run schedule,
scripts, error handling, etc.
Monitor all necessary components of the Support Center including key
facility components of the Duke Drive Technology Center.
Runs, uses, and analyzes output of software for monitoring, diagnostic,
performance, change control, scheduling, network, file management, and
security.
Manages and maintains hardware to approved configurations and performance
levels.
Executes maintenance, archiving, and disaster recovery procedures.
Collect and validate CMDB information as needed/assigned.
Assists field personnel through technical problem resolution as required.
Gathers and analyzes outage activities to identify trends and ensure
alarm/fault conditions are resolved promptly.
Monitors and tracks to ensure all Service Level Agreements (SLA) are met.
Maintain Six Sigma level of support for problem resolution.
Verifies and performs routine Database Backups.
Responsible for recurring duties that are beyond daily support
responsibilities.
Continually identify and aid with the implementation of improvements to the
Support Center.
Identify training and knowledge in areas key to improving customer service
and job performance.
The monitoring of all necessary components of the Support Center including
key facility components on site.
Creation of documentation for procedures responsible for.
Verifying the accurate transfer of data sent and received by other parties.
Working together with other department personnel as a team to ensure all
customers, both external and internal has all of their IT processing needs
met.
To ensure all issues are communicated promptly and accurately to the
appropriate people.
Travel as necessary to support the business needs.
Assist with projects, as assigned.
Provide outstanding level of customer service.
All other tasks assigned as necessary by management.
Desired Qualifications:
·2-5 years of technical support for Cisco VoIP products and applications
·2-5 years experience troubleshooting MS-Windows Server applications.
·2-5 years of technical support for Unix and/or other OS’
·Experience with network monitoring tools.
·Experience with troubleshooting applications in an IT support environment.
·Enjoy delivering superior technical support; have a genuine wish to help
people
·Previous experience using Remedy ticketing systems for managing reported
incidents.
·Proven problem solving skills sufficient to assess Tier1 level issues in a
complex network environment.
·Must have capability of working in a team environment to accomplish tasks
both individually and through working with others.
·Independently perform assignments with instruction limited to results
expected.
·Must have excellent written and verbal communication skills.
·Ability to work in a fast-paced, high-pressure environment.
·Previous experience in the Telephony industry with knowledge of ISDN a
plus.
·BS/BA in related discipline or equivalent experience.

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