Sirius Computer Solutions Managed Services Operations Analyst - Converged Infrastructure in Albany, New York
The primary purpose of this position is to perform technical tasks, which are related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists.
Primary Duties & Responsibilities
Provides tier-1 support for incoming calls received via telephone, Email, and Web portal; address and resolve problems as appropriate, referencing supplied training material and customer documentation; document all issues by utilizing appropriate ticketing application; escalate issues to Managed Services Engineers as appropriate
Completes assigned customer workload, including, but not limited to, monitoring and investigating system alerts and events and assigning resources appropriately
Completes workload within defined SLAs and security/compliance requirements
Ensures issues are communicated to customers in a timely and effective manner
Completes daily operational documentation and transfers knowledge to next shift
Interfaces with customers, various managed services staff personnel, and third party vendors to resolve issues
High school diploma or equivalent
At least one (1) year related experience in an IT services environment
Experience with one or more of the following:
Other Required Qualifications
Experience in monitoring applications such as Nimsoft Unified Management, Automate, or similar
Experience in help desk applications such as Service Desk Express (SDE), Remedy, ServiceNow, Heat, or similar
Experience solving customer issues in IT services environments
Demonstrated ability to multi-task
Demonstrated ability to work under minimal supervision
Demonstrated communication skills
Demonstrated customer service skills
Demonstrated skills in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.)
Other Desired Qualifications
Associate’s degree in Computer Science, Management Information Systems, or related field
Experience in a managed services environment
Data Privacy and Security :
All Sirius employees are responsible to safeguard the information and information systems that they use or handle in the execution of their duties. Employees are obligated to know and perform their duties in accordance with Sirius policies, standards, and procedures related to security and report security violations to the appropriate Sirius authority.
Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department. Other data privacy and data security related regulatory training may be required based on your role or assignment.
Sirius is an equal opportunity employer that values diversity. As a government contractor, Sirius takes affirmative action to employ and advance in employment qualified women, minorities, individuals with disabilities, and protected veterans; maintains a drug-free workplace; and participates in E-Verify.
Individuals who receive job offers will be required to complete pre-employment screening that includes a background check verifying name, residences, education, work experience, and criminal convictions consistent with the Fair Credit Reporting Act; and a drug test for controlled substances consistent with the Drug-Free Workplace Act and the Americans with Disabilities Act.
The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work other shifts including weekends, holidays, and overtime.
The above primary duties, responsibilities, and position requirements are not all inclusive.