Support Analyst

Assist with Priority 1&2 escalations within the Provider Network Management System which includes in-depth knowledge of all components within the infrastructure space.

• Perform issue investigation for reported anomalies for the supported project and work within the client to include additional team members from different teams to assist in investigating their areas of control.
• Address reported monitoring alerts and ensure that issues which may impact an application.
• Provide ongoing documentation and support for known issues which have been discovered throughout the course of delivering application administrative support to the projects. Documentation to include known errors and processes performed to resolve and address the reported issue as well as communicating back to the rest of the team when an existing knowledge article document is updated or created new.
• Take a lead role in security remediation review and standardization of changes across the supported environments.
• Participate in after-hours critical production support. This includes answering calls received by the Incident management team or Service Desk when a service outage is reported.
• Assist with any after-hours prescheduled activities which have been turned over to on call which will be required to be performed outside of business hours.
• Assist in new team member mentoring and shadowing while they are added within the team. This includes sharing existing process documentation, performing the task while being watched by the new team member via a screen share. From there the roles are then reversed while the new team member proceeds with performing the task sharing their screen out through a screen share tool with this engineer so that their actions can be monitored and confirmed that the tasks performed match the documentation provided.- Complex tasks, fast paced work environment, superior writing and communication skills, and strong interpersonal skills.- Resolving customer issues with regards to computer applications.- Supporting systems- Triage issues- Managing Tickets- Troubleshooting

Do you have experience in Customer communication?, Do you have a Bachelor’s degree?, Bachelor’s degree with 3+ years of experience with ServiceNow, Cisco Finesse, Cisco Jabber or comparable experience.

• Advanced degree or professional designation preferred.
• Develops solutions to a variety of complex problems.
• Work requires considerable judgment and initiative.
• Exerts some influence on the overall objectives and long range goals of the organization

$45 - $50 an hour - Full-time, Contract