Position Overview:
The Data Center L1 Service Operations Technician is responsible for ensuring the efficient functioning of servers, networks, and appliances within the data center environment. This role involves hands-on troubleshooting of technical issues, escalation of complex problems, and adherence to service level agreements (SLAs). Additionally, the technician will contribute to root cause analysis reports, provide CyberArk support, and utilize BMC Helix for incident and change management.
Key Responsibilities:
· Execute day-to-day 1st level troubleshooting support for Windows Server and Operating Systems, escalating to 2nd level Support when necessary.
· Demonstrate proficiency in UNIX basic commands for executing technical requests.
· Manage tape in/out processes for the IBM TS4300 Tape library.
· Detect and resolve critical systems/applications alerts within SLA, preparing root cause analysis reports.
· Provide hands-on support for CyberArk application in daily operations, understanding privilege account management.
· Utilize BMC Helix for Incident, Problem, Service, and Change management.
· Monitor alerts using Solar Winds, Splunk, Account Keeper, and Control-M.
· Familiarity with BMC Control-M version 9.
· Available to perform shift duties for 24x7 operations and standby for emergency duty.
Other Requirements:
· Possess relevant certifications and hands-on exposure to skillsets in relevant areas.
· Effective communication skills (Verbal and Written) for task management, issue articulation, vendor escorting, and conference calls.
· Investigate and provide Root Cause Analysis (RCA) for critical and secret application issues.
· Knowledge of Data Center Infrastructure Management (DCIM) structure is advantageous.
Preferred Qualifications:
· Degree/Diploma in Engineering, Computer Science, Computer Applications, or IT-related field.
· Minimum of 1 year of information technology work experience with data center activities.
· Certification in one or more of the following: Microsoft Technology Associate Certified, ITIL v4 Certified, BizSAFE Level 2 WSQ Certified.
