InComm

  • IT Technical Support Analyst III

    Job Location US-GA-Atlanta
    Type
    Full-Time
  • Overview

    Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

     

    About This Opportunity

    The IT Technical Support Analyst III position provides tier III level support for InComm’s IT Operations Center and core transaction processing platform. IT Operations Center Analysts are responsible for monitoring and assessing potential issues relating to critical IT applications, systems and devices. The IT Technical Support Analyst III will monitor all incoming alerts using various tools and perform actions based on predefined instructions. This position includes performing 1st and 2nd level troubleshooting, manual alert correlation, and resolving issues as required. Team members are expected to monitor and triage production incidents, providing feedback and support throughout the incident lifecycle. Personnel work directly with architecture, infrastructure, application and operational support teams to provide support of day to day maintenance activities such as certificate renewals, network configuration changes, patching, software deployments, etc.

     

    ***Please note this is a 24/7 support environment and will cover one of several shifts including covering one day on the weekend (either Sun-Thurs or Tues-Sat).  General hours listed below:

    1st Shift: 6 am - 3 pm

    2nd Shift: 2 pm - 11 pm 

    3rd Shift: 9 pm - 6 am 

    Responsibilities

    • Monitor key alerts and notifications and drive response and resolution.
    • Participates in the ongoing process of investigating, troubleshooting, and providing resolution to technical issues in a 24x7x365 environment.
    • Quickly develop a comprehensive understanding of the applications and infrastructure within the environment and how they impact employees, partners or customers.
    • Stay informed of production changes that could affect functionality and alerting.
    • Ability to coordinate across teams, working closely with peers to ensure the appropriate focus and sense of urgency is applied to all issues.
    • Accurately troubleshoot, reproduce and document issues and other pertinent information in Incident or Problem tickets.
    • Create and maintain knowledge base article content.
    • Document all problems & issues encountered during the shift and prepare shift turnover document.
    • Handle incident ticket queue and routing of tickets to appropriate support teams
    • Handle ad hoc requests and take on new procedures as required.
    • Create and maintain team automation and misc. scripts.
    • Identification and execution of monitoring or automation improvements.
    • Assists in other areas of the department and company as necessary.
    • Ability to review network, and system event, and application logs to discern state changes of the environment.
    • Perform routine ticket management and escalations to drive problems to final resolution.
    • Use combination of various tools to correlate multiple faults and/or system presented data into defined events.
    • May provide leadership, coaching, or mentoring to junior level team members. 

    Qualifications

    • 4-6 years of technical experience in a similar environment reviewing, analyzing, and evaluating the operation of IT systems.
    • Bachelor's degree in CIS, MIS, ideal or must have related field or work experience.
    • Splunk certifications preferred.
    • VMware certifications preferred.
    • Network+ or A+ certification preferred.
    • Basic coding or scripting knowledge such as PowerShell, Python, JavaScript, HTML/CSS preferred.
    • Understanding of TCP/IP and the OSI model.
    • Intermediate to advanced understanding of Unix/Linux OS.
    • Strong written and verbal communication skills.
    • Ability to multitask and prioritize work in a fast-paced environment.
    • Can handle complex issues and problems with little to no supervisor involvement. 
    • Analytical thinking skills and detail oriented.  

     

     

    InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

     

    *This position is eligible for the Employee Referral Bonus Program - Tier 3

     

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