IT Operations Associate (hybrid)

GuideIT•Plano, TX

56d•Hybrid

About The Position

This position is responsible for Level 1 systems monitoring for all infrastructure systems being supported across multiple environments. This role works on a team of 24x7x365 operations to monitor infrastructure events, perform initial troubleshooting, and triage unresolved events to a Level 2 or 3 infrastructure engineer. The IT Operations Associate must work well in a team collaborate environment, have attention to detail, and treat critical events with ownership and urgency.

Requirements

Strong emphasis following ITIL standards and maintaining PCI compliance of the environment
Experience with Windows Server 2012, 2016, 2019
Basic understanding of networking concepts such as TCP/IP, VLANs, and DNS
Familiarity with virtualization technologies like VMware or Hyper-V
Knowledge operating within various ticketing systems and ensuring all tickets are touched and handled within a strict time window.
Experience with Active Directory, MFA, etc.
All candidates will have to be shift flexible. Night, Weekend and Holiday work possibly required
Strong communication and interpersonal skills
Strong analytical and problem-solving skills

Nice To Haves

ITIL Training or experience
Monitoring tool usage
Patch management experience
Experience with Workload Schedulers (IBM Tivoli)
Linux experience

Responsibilities

Monitor & patching of infrastructure equipment, Servers/WAPs/Switches/Firewalls
Engage with Infrastructure teams for downed devices and high priority incidents
Ensure proper documentation for each ticket handled and escalate when necessary
Provide support to investigate data anomalies to determine possible root causes
Maintain a working knowledge of various software & web-based software and manage documentation for said software
Perform Level 1 infrastructure activities (incidents or service requests) where repeatable procedures can be followed