Product Specialist - Diversified Systems, Inc.
Harrisburg, PA
About the Job
Network Monitor
Onsite
(Normal schedule is 3 overnight shifts - Mon., Tues. and Thurs) nights
Description:
DSI is searching for a Network Monitor who will provide first line network technical support to employees and business partners by calling the Enterprise Network Operation Monitoring Network Service Desk outside of regular business hours. This position requires a technical individual with a customer-service-minded approach to dealing with staff and IT teams. The individual will work closely with staff, vendors, service providers and IT staff, but must also be able to work independently, multitask by prioritizing and managing their own workload, and able to ensure prompt service and end-user issue resolution.
The PM Network Operator provides after hours and weekend hours Service Desk Level 1 Support by performing the skills listed below.
Responsibilities:
Requirements:
About Diversified Systems
Founded in 1990, Diversified Systems is an award-winning Technology Services corporation providing all levels of IT project consulting services nationwide. DSI is headquartered in Columbus, Ohio with regional offices in the American Midwest and East Coast. We offer our consultants a number of flexible and competitive compensation benefit packages.
Diversified Systems is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.
Diversity, Equity and Inclusion
DSI values authenticity and is committed to making sure our employees and partners are valued and respected. At DSI, we believe building a diverse culture is important because we know when people work together, we can achieve better results as a team. DSI realizes that everyone comes from various backgrounds. We celebrate these differences because our employees are our greatest asset as we strive to best meet the needs of those we serve. As part of our ongoing efforts, DSI is focused on advancing equality, diversity, and inclusion by setting high standards to continually evolve our culture. This includes but is not limited to recruiting, community involvement, client delivery, and career development.
Onsite
(Normal schedule is 3 overnight shifts - Mon., Tues. and Thurs) nights
Description:
DSI is searching for a Network Monitor who will provide first line network technical support to employees and business partners by calling the Enterprise Network Operation Monitoring Network Service Desk outside of regular business hours. This position requires a technical individual with a customer-service-minded approach to dealing with staff and IT teams. The individual will work closely with staff, vendors, service providers and IT staff, but must also be able to work independently, multitask by prioritizing and managing their own workload, and able to ensure prompt service and end-user issue resolution.
The PM Network Operator provides after hours and weekend hours Service Desk Level 1 Support by performing the skills listed below.
Responsibilities:
- End-user Support
- Answer inbound phone calls concerning network issues from Commonwealth employees, and LEC/Last User Contract, LUC, vendors.
- Creates and escalates Service Now trouble tickets to Engineers, tier two Commonwealth staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.
- Works with Engineers, Commonwealth staff and contracted personnel, and/or third-party providers as needed.
- Research and updates reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.
- Follows IT Service Desk and Network Operator Knowledgebase procedures and makes recommendations when improvements are needed.
- Promptly and properly escalate high priority issues.
- Monitoring & Maintenance
- Utilize network management tools, such as Solar Winds, to monitor remote sites network and hardware.
- Actively monitors the status of Commonwealth networks and attached network assets using established tools and promptly initiates appropriate actions.
- Responds to outages and system failures using established escalation processes.
- Provide first-line investigation and diagnosis of network incidents, logging all details and prioritization of incidents.
- Escalate afterhours incidents to afterhours staff for resolution.
- Promptly assign unresolved incidents to higher Tier support or LUC providers to coordinate restoration of service and obtain the necessary information for recording/tracking the outage or degradation of service.
- Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
- Actively monitors the Service Now ticket queue.
- Monitors appropriate Commonwealth email accounts for any event messages and initiates action as needed.
- Proactively identifies and resolves problems.
- Communication
- Acts as the primary network contact for Commonwealth employees and business partners outside of regular business hours.
- Perform Enterprise Incident communications using defined process and approved template.
- Monitors the network hotline during coverage hours.
- Issues network status updates using established procedures.
- Follows quality standards and displays strong customer service skills.
- Routine Tasks
- Assists the network engineers and technicians with outstanding tasks.
- Updates network operation and knowledgebase documentation.
- Participates in disaster recovery.
- Completes assigned tasks.
Requirements:
- Possesses excellent communication skills; both written and spoken.
- Ability to be clearly understood and has excellent phone etiquette.
- Ability to support end-users with varying IT skillsets.
- Ability to follow directions, especially when using established operation and knowledgebase documentation, and Commonwealth standard operating procedures.
- Ability to adapt to change.
- Detail oriented and resourceful.
- Excellent organizational skills.
- Ability to troubleshoot end-user issues and/or escalate as needed to ensure quick resolution.
- Experience with incident management, call tracking, and ticketing software.
- Preferred 2+ years previous systems administrator, help desk, and/or call center experience.
About Diversified Systems
Founded in 1990, Diversified Systems is an award-winning Technology Services corporation providing all levels of IT project consulting services nationwide. DSI is headquartered in Columbus, Ohio with regional offices in the American Midwest and East Coast. We offer our consultants a number of flexible and competitive compensation benefit packages.
Diversified Systems is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.
Diversity, Equity and Inclusion
DSI values authenticity and is committed to making sure our employees and partners are valued and respected. At DSI, we believe building a diverse culture is important because we know when people work together, we can achieve better results as a team. DSI realizes that everyone comes from various backgrounds. We celebrate these differences because our employees are our greatest asset as we strive to best meet the needs of those we serve. As part of our ongoing efforts, DSI is focused on advancing equality, diversity, and inclusion by setting high standards to continually evolve our culture. This includes but is not limited to recruiting, community involvement, client delivery, and career development.
Source : Diversified Systems, Inc.