Candidate is a member of the Tier II/III support staff for a federal government client. Candidate is responsible for performing operational processes and procedures, ensuring that all services and infrastructure meet their operational targets; administering and maintaining infrastructure devices such as servers, hosts and networking devices to ensure proper operation and availability; and acting as a single point of contact for problems assigned to them.
§ Operate and implement all operational infrastructure and procedures
§ Participate in incident and problem support activities when requested
§ Investigate, diagnose, and take prescribed actions on all operational events, alarms and incidents
§ Monitor all operations and services to ensure service quality is being delivered
§ Maintain operational logs and journals on events, warnings, alerts and alarms, recording and classifying messages; maintain all operational data collection procedures, mechanisms and tools
§ Maintain operational documentation, processes, management and diagnostic tools and spares
§ Ensure routine maintenance tasks are completed on operational infrastructures
§ Ensure infrastructure equipment is maintained according to policies and recommendations and perform regular checks on environmental equipment and conditions
§ Control and administer hardware and operating software configurations
§ Monitor devices for proper operation and performance
§ Apply vendor provided maintenance to devices
§ Detect, diagnose, isolate and correct device operational failures
§ Support Incident and Problem Management activities with systems expertise and troubleshooting
§ Maintain awareness of new technologies that might enhance device operation, capacity and performance
§ Reviews Incident data to analyze assigned problems
§ Investigates assigned problems through to resolution or error identification
§ Coordinates actions of others as necessary to assist with analysis and resolution actions for problems and Known Errors
§ Raises RFCs to clear errors
§ Monitors progress on the resolution of Known Errors and advises Incident Management staff on the best available Work-Around for Incidents related to unresolved Problems/Known Errors
§ Assists with the handling of major Incidents and identifying the root causes
Requires BS/BA degree in related discipline or equivalent industry experience and a vendor certification such as CCNA, MCSA on Windows 2003, MCTS or MCITP:Server Administrator. Familiarity with ITILv3 or MOF is a plus.
Requires 5-7 years of progressive experience supporting enterprise systems at the Tier II/III level.
Candidates should have demonstrable experience administering enterprise environments where Microsoft Windows XP/Vista/7, Microsoft Windows Server 2000/2003/2008, Microsoft Exchange Server 2003/2007/2010, Microsoft SharePoint 2007, Microsoft Office Communication Server 2007, RIM Blackberry Enterprise Server and Microsoft Systems Management Server 2003 are present.
Successful candidates should also be familiar with SafeBoot, Symantec Endpoint Security, Solarwinds Network Performance Manager, Solarwinds Application Performance Manager, Client Remote Access Cards, Symantec Netbackup, and syslog servers.
This position may include shift work (7 AM - 3 PM, 3 PM - 11 PM or 11 PM - 7 AM). Candidates must have flexibility to move between shifts as necessary to support the customer.