IT Operations Center Technician in Hollywood, FL at Signature Consultants

Date Posted: 10/29/2019

Job Snapshot

Job Description

IT Operations Center Technician Overview:

Signature Consultants is looking for a IT Operations Center Technician to work on a contract position with one of our clients located in Hollywood.

Top Must Haves:

  • Certifications: A+ (minimum), Security+, Network+, CCNA (1 of these)
  • 1-3 years experience
  • 70% phone support, 30% field work (imaging, troubleshooting, networking commands, printer installations, closing tickets)

Job Description:

The incumbent in this position is responsible for proactively monitoring IT infrastructure and processes using a variety of monitoring tools to ensure the operational uptime of all business services. They will also resolve first and second level support through end- user voice and electronic communications by handling resulting incidents and service requests using standardized incident management and request fulfillment processes. The individual demonstrates an aptitude for working with enterprise line-of-business applications and systems, and interfaces in related analysis, diagnosis and resolution of technical issues. This position is ultimately responsible for ownership of all customer incidents and requests, and tracks them to conclusion in line with the department Service Level Agreement (SLAs) and quality standards. This position reports to the IT Operations Center Supervisor and is an exempt position.

Tasks:

  • Proactively monitors Windows and Network infrastructure and processes using a variety of monitoring tools to ensure the operational uptime of the business services
  • Acts as a single point of contact for customer phone and email interactions regarding technology- related issues and queries. Takes ownership of assigned service requests and incidents, provides end-user status updates and communicates progress in a timely manner.
  • Troubleshoots technical incidents across all client-facing enterprise software, client hardware, and basic network infrastructure. Diagnoses and determines cause, and implement skilled resolutions in a timely and proficient manner.
  • Escalates unresolved issues to next tier support teams and meets all service level agreement mandates.
  • Assists with configuring and deploying new client systems to users to accommodate new purchases and system failures.
  • Performs file and folder security management as needed within established policy guidelines.
  • Participates in on-site troubleshooting as part of the team dispatch rotation, as needed. Displays technical proficiency with enterprise client hardware devices and other customer-interfacing the infrastructure technology.
  • Serves in a level 1 and 2 support role within the Information Technology support structure. Adheres to established support and escalation procedures and maintains in-depth incident and resolution documentation.
  • Ensures high level of service and accountability in the process of resolving requests, supporting daily operations and meeting customer needs.
  • Contributes with revisions and additions to team services procedures and practices. Maintains internal team knowledge base and user self-service content.
  • Establishes technical credibility and provides leadership to junior support staff.
  • Participates in team on-call rotation, and must be available for emergency support responsibilities 24/7.
  • Attends and participates in staff meetings and other activities and events as requested.
  • Performs additional related duties, as required.

Knowledge:

  • Knowledge of Microsoft client operating systems, including Windows 7, 8, and 10
  • Knowledge of Microsoft Office product suites.
  • Familiarity with PC hardware internals, storage and printing devices.
  • Basic understanding of IP networking and connectivity.
  • Demonstrate strong analytical and problem solving skills.
  • Demonstrate customer service skills, and the ability to adjust technical communication level to suit users' needs.
  • Ability to troubleshoot and diagnose unfamiliar issues.
  • Ability to analyze technical problems and provide logical and effective solutions.
  • Ability to read, interpret and apply technical information from resource manuals and peer guidance.
  • Demonstrate high level of motivation, initiative and responsibility.

Minimum Qualifications:

Bachelor's Degree in Information Technology or a related field, OR a High School diploma or equivalent GED and college-level course work plus a single current technology certification (e.g. A+, Net+) is required. Minimum of six (6) months of experience working in a customer-facing support role within an enterprise environment is required. Possession of a valid FL Driver's License is required. Demonstrate Excellent English written and oral communication skills. Ability to travel to all client locations and work a flexible work schedule including evenings, weekends and holidays.

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the ninth consecutive year, Signature was voted as one of the "Best Staffing Firms to Work For" and is now the 14th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 28 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients' technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com. Signature Consultants is the parent company to Hunter Hollis and Madison Gunn.