The operator is closely supervised with little latitude for independent judgment.
The operator works under clearly defined guidelines. The operator has basic skills with a moderate level of proficiency in the technology services functional area.
The operator consults with senior peers on complex tasks. The operator performs documented standard activities related to day-to-day support, administration, and maintenance of systems.
Perform routine tasks as directed by Standard Operating Procedure documentation outlined in theresponsibilities listed below.
Handle the day-to-day tickets related to new hires, employee separations, elevated access permissions,
server decommissions, paging on-call support members, data center access requests, and placing servers
in maintenance mode.
Basic ITIL usage of Service Now to perform routine tasks.
Basic usage of Zabbix to perform routine tasks.
Participate in a flexible work schedule rotation to support a 24/7/365 IT support environment.
Initiate incident management calls when required.
Adapt quickly to new technologies and changing business requirements.
Familiar with ITIL, SLA, and change management process.
Serve as first level support for technology services.
Assist in the creation and maintenance of Standard Operating Procedure (SOP) documentation.
Functional Specific
Familiar with Windows, Linux, and VMware products including Outlook and Office.
Familiar with products such as Zabbix, Service Now, and Pager Duty.
Skill Required:
Basic understanding of data center components and functionality.
Proficient in customer support.
Good experience writing documentation.
Ability to adapt quickly to new technologies and changing business requirements.
Ability to partner with senior peers to identify course of resolutions.
