Job Details
IT Operations Tech II
The IT Operations Tech Il is responsible for monitoring company IT for interruptions and performing known IT administration tasks to ensure the availability of our IT Services. An IT Ops Tech II understands most of the procedures and tools used by the team and how to work complex tasks that may be new. They know Company IT Service priorities and work independently to ensure our goals are achieved.
Essential Duties and Qualifications
- Provides daily operations support and maintenance for IT Services
- Manages War Rooms as necessary to resolve high-priority incidents
- Ensure quality of tickets and timely resolution of incidents in the Operations queue
- Manage and appropriately process incoming communications
- Independently resolves and can identify when escalation is required
- Maintains a positive and professional manner
- Continually strives to improve skills and maintain current company IT knowledge
- Provide training to others
- Reviews and develops knowledge articles to support the teams work
- Collaborates with other teams on issues and project work
- Identifies areas for improvement and provides constructive solutions
- Applies intermediate knowledge of core IT components and protocols such as Servers, routers, switches, AD, DNS, TCP, firewalls, browsers, and web services in solving incidents
- Other duties as assigned
Qualifications
- Ability to learn and apply new skills with minimal supervision
- Demonstrate a good understanding of Networking, Servers, Cloud or other IT discipline
- Shows strong logic and problem-solving skills.
- Demonstrates the ability to deliver positive outcomes in stressful situations.
- Ability to collaborate and lead a group in solving a problem
- Understanding of industry-standard IT best practices and technologies
- 3+ years of IT Operations experience in 24x7 IOC, NOC, or SOC or other IT Administration role
- Strong customer service mindset
- Ability to target communication to audience; technical, business, or client
- Excellent communication skills
Preferred Skills and Experiences
- Advanced experience in at least one area of ITIL, DevOps, Agile, Cloud, or other Infrastructure discipline
- Experience with Monitoring, Observability, and Log Analysis Platforms
- Experience in at least one scripting language
- Customer-facing IT service desk experience
- IT related certifications and training
- Financial industry experience
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