Systems Support Specialist (NOC) - 3729


JOB SUMMARY
Under minimal supervision, provides incident management and system monitoring assistance. Responsible for support, problem determination and solutions of critical technology incidents. Provides monitoring for system applications and issues and responds to and escalates technical issues as required. Responsible for providing high level and timely IT support to all levels.


MAJOR DUTIES AND RESPONSIBILITIES
- Actively and consistently supports all efforts to simplify and enhance the customer experience
- Manages high/critical incidents and ensures tickets are fully documented and resolved properly
- Escalates issues as needed to Sr Systems Support Specialist
- Monitors system/applications using tools such as Webtop and CPM
- Responds to requests for technical assistance electronically, by phone and in person
- Diagnoses and resolves technical issues related to hardware, software and networks
- Logs interactions via ticketing system. Conducts follow-up when needed to ensure closure of ticket
- Documents processes, resolutions and sends e-mail communications to user base
- Stays current with system information, changes and updates
- Assists with Assoc Systems Support Specialist duties as needed
- Educates IT and the business about security policies and consults on security issues regarding user built/managed system
- May perform other duties as assigned


REQUIRED QUALIFICATIONS

Experience in a NOC or SOC environment
Ability to read, write, speak and understand English
Ability to support remote sites and VPN connected users
Ability to enforce company computer related policies
Ability to effectively communicate verbally and in writing with all levels of customers
Able to work in a 24X7 environment

Education
College coursework in Information Systems, or related fields, or equivalent work experience
Related Work Experience 
2-3 years previous help desk and desktop support experience
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Experience with Netcool and Solarwinds systems
Experience with Microsoft desktop technologies (XP, Win 7, Office 7, Office 2010)
Experience with basic Windows server administration (Active Directory, Exchange, etc.)


??MSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.