Supports customers' server and network environments as a member of Logicalis' 24x7x365 operations team.

Requirements

Respond to and solve customer issues utilizing technology tools, procedures, and training.
Utilizes Service Now ticketing system for detailed documentation of detection, incident troubleshooting, and service request fulfillment.
Escalates issues in accordance with escalation procedures.
Communicates frequently with customers, hardware/software vendors, and other support level tiers within Logicalis.
May create technical and process documentation for troubleshooting purposes.
Understands the Information Technology Infrastructure Library (ITIL) and follows the predefined ITIL incident, problem, and change management processes in place for each customer when resolving customer requests or outages.
Maintains current knowledge of core service offerings and Service Level Agreements (SLAs).

Supports customers' server and network environments as a member of Logicalis' 24x7x365 operations team.

Respond to and solve customer issues utilizing technology tools, procedures, and training.
Utilizes Service Now ticketing system for detailed documentation of detection, incident troubleshooting, and service request fulfillment.
Escalates issues in accordance with escalation procedures.
Communicates frequently with customers, hardware/software vendors, and other support level tiers within Logicalis.
May create technical and process documentation for troubleshooting purposes.
Understands the Information Technology Infrastructure Library (ITIL) and follows the predefined ITIL incident, problem, and change management processes in place for each customer when resolving customer requests or outages.
Maintains current knowledge of core service offerings and Service Level Agreements (SLAs).

Associate System Administrator - Night Shift