Job Description
Job Title: Core Infrastructure Operations Support
Location: Pittsburgh, PA 15222 – Hybrid, mostly remote, must be local to Pittsburgh
Responsibilities :
Support Services (90-95%)
• Take ownership of Tier 2 Core Infrastructure issues to drive resolution and customer satisfaction of core network, systems, and cloud issues across a suite of technologies as required to meet a 99% uptime SLA.
• Actively monitor and maintain Tier 2 Core Infrastructure ticket support queue; updating, re-prioritizing, and escalating issues as required to maintain SLA and support business needs.
• Assist with resolution of T4 Core Infrastructure issues to maintain 99% uptime of critical physical infrastructure.
• Actively communicate and provide technical assistance to end users, vendors, and business groups as required.
• Complete daily, weekly, and monthly maintenance tasks as required.
Other Duties
• Regularly communicate status and ensure accuracy of documentation.
• Timely submission of daily hours, status reports, and salary calendars.
• Document and maintain access, processes, and operating methods as instructed.
• Draft support documentation (knowledge base articles).
• Attend and actively participate in team and department meetings.
• Participate in 24x7 support and on-call rotation as required; available by cell as needed.
• Assists operations, business analysts, and vendors in troubleshooting business service problems where needed.
Qualifications :
• 1-3+ years of hands-on experience with administration and support in a Microsoft networked environment.
• Education: Associates Degree in an Information Technology discipline and/or 3+ years of industry experience OR a Bachelor’s Degree in an Information Technology discipline and 1+ years of industry experience.
• Certification: CompTIA Network+ and/or MTA preferred
• Basic level of expertise in the following areas:
• Experience using service desk tools for ticket management based on ITIL standards.
• Good understanding of desktop operating systems, hardware configurations, and software.
• Strong ability to work with others and be a positive influence and role model in a fast-paced team environment is required.
• Strong level of experience with Microsoft Office, Visio, and Project.
• Good technical writing skills and ability to speak to different audiences on their terms.
• Outstanding customer service and interaction skills, as well as excellent verbal and written communications skills.
• High level of effort and commitment to performing quality work. Ability to operate effectively within the organizational structure and demonstrates the ability to work under pressure, prioritize tasks, and meet deadlines.
• Maintain a required level of technical skill by attending technical seminars, training courses, and completing certifications.
• Must possess and maintain a valid driver’s license; clean driving record required
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