• IT Technical Support Analyst III

    Job Location US-GA-Atlanta
  • 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 or connect with us on,, or


    About This Opportunity

    The IT Technical Support Analyst III position is responsible for providing high level technical support through taking calls and handling the resulting incidents. Service Desk personal work to provide communication to partners and personal. Team members are expected to monitor and triage production outages proving moment to moment feedback and support. Personnel work with application, infrastructure, and operational support teams to provide Tier 3 troubleshooting and day to day maintenance activities such as patching and scheduled server restarts.


    ***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 


    • Monitors and analyzes moderately complex network and network facilities (e.g., power, communication machinery, software, lines, modems, and terminals), advises supervisory Network Control positions of network communications failures or degradation and arranges and performs corrective action plans.
    • Perform daily fault and performance analysis using a variety of monitoring tools to discover network. Server, and application impairments.
    • Ability to review network, and system event, and application logs to discern state changes of the environment.
    • Perform thorough troubleshooting and triage of network and system-related issues using step-by-step processes.
    • Manage ticket queue creating and routing of tickets to appropriate support teams. 
    • 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.
    • Communicate openly and effectively with multiple teams.
    • Manage fix bridges on large scale and/or high severity issues that involve multiple teams/participants including Executive level communication.
    • Call center end user support.
    • Adheres to all HIPPA, PCI and other Security compliance requirements as necessary.
    • All other duties as assigned.
    • May provide leadership, coaching, or mentoring to junior level team members. 


    • 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.
    • Network+ or A+ certification preferred.
    • Splunk or similar monitoring tool experience preferred.
    • Understanding of TCP/IP and the OSI model.
    • Advanced computer knowledge including Microsoft Office.
    • Intermediate to advanced understanding of Unix/Linux OS.
    • Basic coding knowledge such as Python, Java, SQL, or HTML preferred.
    • 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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