Friday-Tuesday 2pm-10:30pm days off Wednesday and Thursdays
Friday-Tuesday 6am-2:30pm days off Wednesday and Thursdays
Location: Onsite in San Antonio, TX
Compensation: $27-30/hr.
Experience: Intermediate experience level with 3-5 years of experience in NOC (preferable) or enterprise Service Desk
*If interested and qualified, please contact the technical recruiter, Nicole, at nrosipal@apexsystems.com
Project Description
Responsible for providing twenty-four hours per day and seven days per week 1st Level support for Windows, UNIX, and or Network systems, IT, Mechanical and Electrical environmental system monitoring, job scheduling, dispatch, and operating support duties for the Valero Technology Operations Center. Perform monitoring of all network circuits, servers, telecommunications, Data Center equipment and environment for maximum computing availability for core business units. Provide communications with all Valero employees ensuring service is resolved in a timely manner increasing customer service. Provide training and direction to other staff members on more technical issues. Serve as the single point of contact for all I/S supported products and services. Act as liaison between management and analyst when an outage is encountered. Analyze problem tracking data to determine cause of problems, trends, and provide recommendations to reduce problem calls.
Project Deliverables
Specific primary tasks in 1st level support for the majority of IT systems that consist of Windows, UNIX, VMware, and Networking equipment as well as proactive monitoring of the operational status of all network servers, data connections, data processing, storage devices, and the computing environment of the Data Center include:
Facilitate problem determination and resolution
Provide first level incident resolution to avoid third level calls
Provide third level technicians with clear, concise, well-documented problem tickets
Create and track vendor service calls
Contact assigned technical support staff team members in the event of an outage to include outside vendors such as Verizon or AT&T
Run reports, manage job architecture, and provide functionality and feature recommendations for production jobs
Schedule, release, and run production jobs to include output management (tapes, reports, optical, etc.)
Create templates and message filters, add, modify, and delete objects in monitoring tools
Ensure critical data backups are taken and all jobs successfully run
Follow-up on all noted problems to ensure ownership and timely resolutions are being provided
Work with technical analysts on helping resolve problems over the phone eliminating the need for onsite visit by analyst
Other tasks as required allowing information integrity, reliability and availability. Other duties may be assigned
Details
Customer facing position in a call center (NOC) environment
Individual must be able to work within a team environment and get along well with others
Hours: Fri-Tues 6 AM-2:30 PM (30 minute lunch)
On site position.
Experience
Intermediate experience level with 3-5 years of experience in NOC, Helpdesk, Server or Desktop support
Windows 2012, 2016 and up
Familiarity with monitoring tools such as OpenText Operations Bridge Manager (OBM), Network Node Manager (NNMi), Microsoft Systems Center Operations manager (SCOM), or other related monitoring tools
OpenText Service Manager or related service management software
Familiarity with VMware, Network Circuits and backup systems a plus