InComm

  • IT Technical Support Analyst I

    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 I position is responsible for providing first level 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 1 troubleshooting and day to day maintenance activities such as patching and scheduled server restarts.

     

    ***Please note this is a 3rd Shift position Tues-Sat.  General hours are 9 pm - 6 am***

    Responsibilities

    • Monitors and analyzes moderately complex network and network facilities (e.g., power, communication machinery, software, lines, modems, and terminals), advises supervisory Control positions of critical failures or degradation and arranges as well as 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.
    • Will be required to work a variety of shifts in rotation as needed.
    • Provide partner and leadership notifications regarding critical impacting events.

     

    Qualifications

    • 2 years of hands on IT support or technical experience. 
    • Understanding of TCP/IP and the OSI model.

    • 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.  

    • Functional knowledge of monitoring systems.

    • Strong analytical skills.

    • Ability to work with cross functional teams.

    • Working knowledge of PCI, HIPAA, and IPP.

    • Good customer service skills.

    • Education and certifications: 
      • Associate's degree in CIS, MIS, related field or one year related work experience.
      • Splunk certifications preferred.
      • VMware certifications preferred.
      • Network+ or A+ certification preferred.
      • ITIL Foundations v3 prefered.

     

     

    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 2

     

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