As an Information Systems Engineer you are part of a 24/7 service operations team that is responsible for incident resolution requests for service problem investigation, management, and resolution and proactive maintenance in pursuit of extremely high uptime and rapid return to service.
You will work closely with your Duty Manager and cross functional technical teams to understand and address customer needs and to react quickly to issues.
The Command Center group is part of NetApp s Corporation IT function and is responsible for a wide range of foundational service and infrastructure technical support. As a part of a team, you will help to ensure that team objectives and operational goals are met.
Provide specific technology support during assigned shift. Handle incident and request for service tickets, speak with end users, work on problem cases, implement changes, perform proactive maintenance, and resolve critical operations issues rapidly and effectively.
Properly update all tickets using established procedures to ensure issues are well documented, stakeholders are informed, and issues are Resolved. Follow all operational guidelines, from high level processes like incident and problem management to technology specific procedures. Strictly adhere to all Change Control processes and related procedures to prevent unexpected outages. Ensure client and user satisfaction.
Report to customers and management on status, resources needs, and projected outcomes. Work collaboratively with other Command Center team members to meet deadlines work independently on assigned tasks, as well. Follow standard operational principles and practices and use software management tools appropriately. Apply a creative approach to problem solving. Handle multiple tasks concurrently with competing deadlines. Work shifts, some of which are off hours.
Technical Skill Requirements Proficient or expert troubleshooting skills for at least 1 common client operating system, specifically Windows 10, Mac OS, or RedHat Linux. Proficient at client network troubleshooting and configuration on at least 1 common operating system, including Windows 10, Mac OS, or RedHat Linux.
Strong understanding of the usage and troubleshooting of common end user client applications: o Office 365 applications, including Outlook, Word, Excel, PowerPoint, Visio, Teams, Flow, and others o Cisco AnyConnect VPN Client o Juniper Network Connect SSL VPN Client o Cisco WebEx and WebEx Productivity Tools o Cisco Jabber or Microsoft Skpe o Microsoft SharePoint or OneDrive o Web Browsers like Chrome, Edge, FireFox Strong aptitude for learning new technologies and understanding how to utilize them in an operations environment.
Excellent oral and written communication skills. Strong ability to communicate with senior level end users and provide urgency in incident resolution. Experience using remote support tools like WebEx or Microsoft RDP. Experience providing remote telephone support for client related issues. Education Experience: A minimum of 4 years hands on experience with end user client operating systems and software is required 5 to 8 years of experience is preferred. An associate s degree in Information Technology, Electrical Engineering, Computer Science or other related field is required or equivalent experience.
Demonstrated ability to have completed multiple, moderately complex technical tasks. Responsibility and Interaction: Responsibility: o This individual is responsible for a mix of structured and unstructured tasks. This individual will apply attained experiences and knowledge in solving routine to moderately complex problems. Interaction: o This individual interacts primarily with peers, manager, and director level employees within the function and the technical team on assigned shifts.
There may be communication with employees in other functions as required. o General direction is provided on operations work, and detailed direction is provided on complex outages and high priority tickets as well as on going review of activities and priorities. o The ideal candidate will be an important contributor or lead on an end user support or IT operations team.
it is cmm level 5 company