Technical Support Analyst

All candidates must be US Citizens.

Location: On Site

If on-site, the city: DFW- 76104 ftw hospita district area

Duration of Employment: 12 Months

Number of Openings: 4

Clearance Required: No

Support Desk Engineer

Job Description:

• Support Desk Engineer
• This entry level position requires prompt technical responses to questions regarding troubleshooting, diagnosing, and resolving problems for hardware, phones, and applications.
• It requires a thorough knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues.
• Related documentation and online knowledge articles are used for troubleshooting; incidents are tracked in an incident ticket tracking system.
• The primary role is to take live trouble-shooting calls as well as email requests daily 100% of the time.
• The resource must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to 1st call resolution and overall customer satisfaction.

Responsibilities:

• Monitoring network and telecommunications infrastructure using CA Spectrum and various other tools.
• Provide tier I and/or tier II network support and escalate as needed
• Assist with managing incidents of all severity
• Severity 2 incidents include an MTTR goal of two hours
• Assist and/or lead outage bridges as needed
• Take inbound support calls from internal campus and field customers as needed
• Create incidents and tasks via ServiceNow; will also work with problem and change requests
• Record detailed and accurate customer and problem information in incidents

Preferred Experience and Attributes:

• Experience in a help desk/call center environment providing technical support in a retail environment (Minimum of 3 years preferred)
• Experience using computer hardware and software applications and have a strong ability to multitask.
• Strong communication and collaboration skills
• Cisco CCNA and/or on the job experience managing and supporting Cisco technology
• SDWAN/Big Switch/Silver Peak
• Telecommunications, RF, Microwave, Wi-Fi
• Railroad
• Fast paced environment
• Service Desk

Requirements:

• Must be able to work any assigned shift in a 24/7/365 environment including weekends and holidays; must be flexible with changing shifts as needed.
• Work week consists of 40-hour work week.
• ServiceNow Incident Management
• Network Engineer job related experience
• Must be proficient in typing.
• Excellent written and verbal communications skills
• Independent problem solver and strong team player capable of making solid fact-based decisions under pressure.
• Strong troubleshooting skill; solid understanding of network fundamentals and concepts
• Working hours for the engagement will be a 40-hour work week that will include weekends and holidays.
• Exceptions include initial ONSITE training for approximately 6 to 8 weeks from 08:00am – 05:00pm Central time Monday to Friday.
• Schedule will be provided by the customer.
• First shift resources will work onsite and second and third shift resources will work remotely.
• Hours for these shifts will be defined by the customer.
• All shifts will be 4 days per week, 10 hours per shift (Wed- Sat or Sun- Thurs)