IT Service Technician
Job Profile Summary:
The IT Service Technician is responsible for monitoring cloud platforms, enterprise servers, storage systems, network communications, automated job scheduling, and backups in a multi-site environment.
The IT Service Technician will receive direction from IT team members and assist in troubleshooting problems and performing system maintenance as required.
The IT Service Technician acts as an interface between Meredith internal customers and the Information Technology teams. Focus is on exceptional Customer Service to Meredith users.
The IT Service Technician assists consumers of Meredith’s IT Services with their technology needs and guides them to successful resolution of technological issues that may arise. The IT Service Technician gathers information, answers questions, assesses impact, corrects what issues they are able to or escalates to the appropriate support team, communicating in a manner appropriate to the urgency.
The person in this position must work well with others, be eager to learn new technologies and have a strong desire to develop new skills.
Enterprise / Cloud Systems Monitoring
Problem Resolution / Escalation
Interface with various monitoring and alerting systems to monitor service availability, resource utilization and performance. Analyze data and recommend opportunities for improvements where possible.
Identify service availability issues and follow procedures to remedy or escalate to IT tech teams as necessary.
Perform system administration services such as preparing for scheduled power outages and other tasks as needed. Perform system administrative tasks as requested by IT support teams.
Assist and encourage team members and serve as a backup to others when possible. Promote a working environment that respects individual value and dignity.
Promptly, professionally and courteously respond to and assist customers with technical issues and questions. Solve issues if possible. Create IT tickets and assign incoming requests to appropriate support teams. Identify and escalate urgent requests to the appropriate team. Identify potential systemic problems based on calls and volume.
May include: account management, ticket creation on customer’s behalf, process forms and approvals, guide users to appropriate resources, follow up with customers when necessary.
Assist customers in troubleshooting Windows, Mac, iOS and Android operating systems on corporate and personal computers and mobile devices.
III. Minimum Qualifications and Job Requirements | All must be met to be considered.
Minimum two-year technical degree or equivalent training and/or experience in technology support.
Skilled in customer service principles and practice.
Proficient in relevant computer systems, applications and technology.
Specific knowledge and experience with the following systems and applications is preferred:
2+ years “hands on” administration experience implementing systems, monitoring and performance tuning
Current Linux, Windows and MAC operating systems
Enterprise networking concepts
Platforms such as Azure, AWS, Rackspace, OpenStack, HyperV, and VMWare
Technologies such as RedHat, Zabbix, Ansible, PowerShell etc.
Jira or similar Customer Service support software
Specific Knowledge, Skills and Abilities:
IT technical skills necessary to assist and/or assign IT requests
Ability to identify problems and deliver successful resolutions
Excellent verbal and written communication skills
Ability to document processes with appropriate text and visual components
Listening and interpretation skills
Must possess attention to detail with ability to meet deadlines
Ability to take ownership of assigned tasks
Ability to work well in a team-oriented environment
Strong customer service skills
Shift: Rotational shift