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Network & Systems Specialist II
Schenectady, NY · Information TechnologyPosition Description:
1. POSITION INFORMATION Position Title: Department Number & Name: Specialist Network & Systems II Games
FLSA Status: (Exempt or Non-exempt) Employee Type: (FT or PT & Staff, Management or Executive) Non-exempt Full time / Staff
Number of Direct Reports: EEO Job Class: 0 Professional
2. MAJOR ACCOUNTABILITIES / ESSENTIAL FUNCTIONS: List in descending order of importance.
• Provide phone and email support to customers, escalating per documented procedures when necessary.
• Develop, maintain, and manage relationships with external customers (as well as field service) through daily follow-up on trouble tickets still residing in an Open, Pending, and/or Resolved state.
• Provide high-level technical support and problem determination/resolution as well as assist in training and mentoring of other Network & Systems Specialists.
• Ensure support calls and issues are handled in accordance with standard procedures and Service Level Agreements.
• Use monitoring tools and applications to ensure operational efficiency for all customers in the Production environment.
• Follow the life cycle of hot issue tickets that require development work, from creation of ticket to deployment of final resolution, and maintain a documented time line of events for upper management reporting.
• Act as the liaison between Technology SMEs and customers to communicate status of open issues and corrective action plans.
• Utilize customer feedback to identify opportunities to continuously improve the customers’ experience and drive efficiency in the delivery of unrivaled customer care by all Network & Systems Specialists.
• Ensure operational and technical issues are escalated to internal SMEs and communicated to the management team in accordance with Incident Management Policy guidelines.
• Actively pursue training opportunities, including attending all mandatory NOC training meetings, towards technical improvement and proficiency.
• Perform analysis and execute scripted tasks using Microsoft SQL Server Tools.
• Contribute to and maintain a knowledge base library of known solutions to common issues.
• Help develop tools and procedures for any repetitive tasks.
• Assist the Systems Architects in developing and maintaining LAN\WAN customer environments, and in performing systems administration support.
• Record all support calls and tasks in ticketing system (Salesforce).
• Perform other related duties as assigned.
3. QUALIFICATIONS: List the education and/or experience necessary to fulfill the responsibilities of this position including any licenses or certificates required. Education / Certification:
• High school diploma or GED required.
• College degree in IT, or relevant equivalent work experience preferred.
• Technical certifications required. Job Knowledge / Minimum Work Experience:
• 4-5 years previous experience in a help desk / technical support environment with advanced networking, PC and products knowledge.
• Intermediate server and SQL knowledge desired..
• Strong customer support skills required.
• Excellent oral and written communication skills required. Computer / Technical Skills:
• Intermediate knowledge of Windows Server 2003, 2008 and 2012 required.
• Intermediate knowledge of SQL Server a plus.
• Intermediate knowledge of server hardware and peripherals required.
• Experience with HP ILO a plus.
• Knowledge of enterprise-class tape libraries a plus.
• Knowledge of VMware, UPSs, SolarWinds, and Splunk a plus.
• Intermediate knowledge of networking devices: Cisco switches and routers.
4. REQUIREMENTS: List the minimum requirements necessary to be able to perform the essential functions of the job. Work Hours: Full-time / 40+ hours per week. Must be able to work weekend shifts and/or rotational shifts as needed. Must be flexible for overtime, including evenings, weekends, and holidays as required in a 24/7 help desk support environment. Physical / Mental Requirements: Must be comfortable working in a cubicle with limited working space for long hours with the ability to remain seated at computer terminal for extended periods of time. Extreme repetitive motion using keyboard, mouse, and telephone. Must be able to work at assigned location to enable direct communications and interactions with team members, management and others as necessary, unless traveling for a business-related purpose. Bending, reaching, twisting, squatting, and occasional lifting up to 50 pounds.
Ability to work effectively and efficiently in a high-stress, fast-paced and high-pressure environment while maintaining high standards of accuracy, paying attention to detail and meeting assigned deadlines. Demonstrates high integrity, trust and strict confidentiality. Ability to maintain excellent communication and a positive, respectful and professional attitude and relationship with clients, employees, peers, co-workers, managers, all levels of management, and all outside organizations conducting business or otherwise interacting with Everi. Must maintain a professional and courteous demeanor when dealing with angry, impolite and/or irrational clients and employees. Must have the mental aptitude to politely and professionally mediate conflict. Ability to coach customers on the phone through various troubleshooting tasks, while maintaining a pleasant phone experience. Supervision Requirements: Moderate supervision is required; Work receives general direction toward accomplishment of work objectives and provides specific instruction only for new, difficult or unusual assignments. Opportunity exists to decide and apply most effective work methods from established alternatives. Dress Code: Business Casual
Travel Percentage: Minimal: 0 – 10%. Employee must be flexible to the needs of the business and may be requested to support field personnel outside of the main property as directed by immediate supervisor. Personal Equipment: The company provides a computer, computer terminal, office phone/headset (if applicable) and standard office supplies. The company’s provision of equipment may change as necessary. Work Environment: Position shall work primarily in an active, fast-paced network-operating center, where cubicles are in close proximity to each other and the environment is smoke free.