Job DescriptionResponsibilities:
- Diagnose and solve routine problems and incidents enhancing first-level and/or first contact resolution, or in conjunction with level 2 and level 3 staffs. Promote efficiency, customer satisfaction, and aid in consistently lowering the cost per contact rate.
- Respond to large volumes of incidents and inquiries from internal and external client bases as well as IT staff coordination and escalation, while maintaining level headed, courteous, and professional behavior.
- Monitor, analyze and troubleshoot LAN, WAN, communication and server performance. Perform appropriate and accurate corrective actions when issues are identified.
- Monitor and manage systems performance and capacity.
- Maintain security of the Command Center which includes, but may not be limited to, maintaining key/lock control for all racks and cabinets, escorting clients and monitoring security cameras.
- Work with senior Data Center Technicians to create a knowledge base, troubleshoot scripts and maintain known error documentation.
- Provide Smart Hands service to internal and external clients which includes, but may not be limited to, tracing and reseating cables, inspect indicator lights, system restarts, re-seating drives/blades, handle tape media and library requests, and perform emergency restores.
- Diagnose and solve routine problems and incidents enhancing first-level and/or first contact resolution, or in conjunction with level 2 and level 3 staffs. Promote efficiency, customer satisfaction, and aid in consistently lowering the cost per contact rate.
- Respond to large volumes of incidents and inquiries from internal and external client bases as well as IT staff coordination and escalation, while maintaining level headed, courteous, and professional behavior.
- Monitor, analyze and troubleshoot LAN, WAN, communication and server performance. Perform appropriate and accurate corrective actions when issues are identified.
- Monitor and manage systems performance and capacity.
- Maintain security of the Command Center which includes, but may not be limited to, maintaining key/lock control for all racks and cabinets, escorting clients and monitoring security cameras.
- Work with senior Data Center Technicians to create a knowledge base, troubleshoot scripts and maintain known error documentation.
- Provide Smart Hands service to internal and external clients which includes, but may not be limited to, tracing and reseating cables, inspect indicator lights, system restarts, re-seating drives/blades, handle tape media and library requests, and perform emergency restores.
Required Skills:
- Technical certificate or AS degree in an Information Systems-Technology related discipline or equivalent experience
- Customer service and communication skills with the ability to develop good working relationships with team members, employees and customers.
- Understanding of functions and technologies developed, used and supported by various teams and platforms throughout division and company.
- Basic understanding of networks, servers and data center operations.
- Ability to interpret system and event messages and alerts via monitoring tools, software applications and generated emails.
- Knowledge of Incident Management workflows and automation tools.
- Ability to maintain consistent, courteous, and professional behavior with a service attitude, paying attention to detail and accuracy within all incident management responsibilities, while communicating simultaneously with all division members, and internal or external end-users and clients
- Ability to grasp technical detail and complexity within the division's infrastructure
- Knowledge of and the ability to quickly learn various web-based applications including enterprise incident management tracking system
- Ability to work in a very organized fashion paying strict attention to detail
About Us Management Science Associates, Inc. (MSA) is a diversified, dynamic and growing information management company that for over sixty years has partnered with institutional and commercial customers to identify areas in which innovative analytics, data and technology deliver incremental growth and drive efficiency. We have a rich legacy of being first to market, consultative partners, and serial innovators at heart. We're proud to say that we even won an Emmy! Our products and solutions are utilized across dozens of industries including Consumer Packaged Goods, Media, Healthcare, Pharmaceuticals, Metals and Advanced Manufacturing, Casino Gaming, Medical Cannabis, Internet Applications and Data Center/Co-location Services. Our client partners range in size with many being some of the largest, well-known corporations in the world. MSA has distinguished itself as an employer of choice in the high technology software and information management industry. We actively recruit talented graduates and experienced professionals looking for a rewarding career at a company that recognizes employees as their best asset. MSA continuously seeks talent within our business practices: Business Analysis, Information Management Solutions, Media, Life Sciences, Metals & Advanced Manufacturing, Information Technology Systems and Services, and Corporate Information Systems. MSA employs more than 500 people, working across the United States and world-wide. We have three offices in the Pittsburgh area along with offices in United Kingdom and Malaysia. All full-time employees are eligible to participate in our comprehensive benefits package which includes Health, Dental & Vision Plans, 401(k) Savings Plan, Flexible Benefits Plan, Life & Accidental Death & Dismemberment Insurance, Disability Income Plan, Paid Time Off (PTO) including Vacation, Sick and Holiday, and more. We hope you will consider joining our team and become part of our continued growth and success.