Senior Technical Support Analyst

SR. TECHNICAL SUPPORT ANALYST ASHBURN, VA 6 MONTH CONTRACT

Take your career to the next level with COMPUCOM. We offer jobs with Fortune 1000 companies nationwide.

Right now we need a Tech with SENIOR-LEVEL HARDWARE/SOFTWARE SYSTEM CONFIGURATION AND TROUBLESHOOTING SKILLS to provide technical support for corporate and commercial systems and applications on a global level. Work will include (but is not limited to) Routers, Firewalls, Servers, network hardware, etc. This Tech must be able to follow procedures to meet strict SLA requirements. ITIL V3 certified candidates will be preferred.

Candidates must be able to work an unusual schedule: WEEK 1 = 24HRS, WEEK 2 = 60 HRS.

OVERVIEW:

- Provide L1 technical support for global corporate and commercial systems and applications.
- Provide client or user facing support; reachable via ACD/phone and email.
- Collaboration/coordination/hand-off of support issues to next levels of support.
- Communicate effectively throughout the incident management process to ensure that all communications are timely and accurate.
- Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate, and meets ticket quality standards.
- Liaison with L2 support groups in the resolution of incidents.
- Support project schedules and changes.
- Maintain technical skills through participation in ongoing training.
- Analyze and isolate anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques.
- May participate in the management of highly critical events that may have the potential of major financial and/or reputation impacts for the client.
- Assess accurately, and within pre-defined time periods, the impact of a critical/major system/application outage.
- Resolve standard incidents within agreed timescales without escalation.
- Propose process/procedure improvements to better the department and services provided.
- Offer effective/sound recommendations to address repetitive issues.

QUALIFICATIONS:

- ENTERPRISE ENVIRONMENT EXPERIENCE REQUIRED
- BS degree in Information Systems or CS
- At least 5-7 years of experience preferably in financial services
- Must be a seasoned (ITIL) Technician with hardware/software system configuration and troubleshooting skills, not a junior level position
- Experience with Windows & UNIX Server enterprise monitoring tools and first level response
- Experience with Incident management ticketing system
- Experience assessing & communication (oral & written) service interruptions to stakeholders
- Bilingual skills (Spanish) beneficial
- Proficiency with MS Office products
- Demonstrated analytical abilities in independently resolving routine problems within technical areas of responsibility
- Demonstrated analytical abilities in independently resolving complex problems that may not have fully documented handling procedures
- Uses sound judgment in determining priorities and enlisting support of others to prevent compromises to business or client service level agreements
- Demonstrated ability creating procedures for complex issues to provide the ability for junior members to resolve these issues in the future
- Windows or Unix Certifications preferred
- ITIL V3 certification preferred

*CompuCom supports Employment Equity and Diversity*

Dallas-based

CompuCom Systems, Inc. is a leading provider of end-user enablement, service experience management, and cloud technology services to Fortune 1000 companies. CompuCom partners with enterprises to develop smarter ways they can work, grow and produce value for their business. Founded in 1987, privately held CompuCom has approximately 11,500 associates and supports more than 4 million end users in North America.