Sr Systems Support Specialist - #7935909

TIme Warner Cable


Date: May 4, 2021
City: Charlotte, NC
Contract type: Full time
TIme Warner Cable

Posting Job Description


JOB SUMMARY


Primarily responsible for monitoring, troubleshooting, proactive detection, escalation, fault isolation and resolution of IT systems and application service faults. Responsible for providing tier 3 technical support at all layers of the organization. Works independently to creatively problem solve complex high availability applications and systems.


Shift Requirement: Wednesday - Saturday; 3 p.m. - 1 a.m.


MAJOR DUTIES AND RESPONSIBILTIES


Actively and consistently supports all efforts to simplify and enhance the customer experience



  • Diagnoses and resolves technical faults related to hardware, software, routing and networks before morphing into impairment or outage

  • 24x7 support of high availability systems including dynamic scheduling and on-call rotation responsibilities

  • Validates automated and manual functional post maintenance systems

  • Identifies and addresses technical and process gaps via facilitation of training and collaboration with parallel organizations

  • Mentors and leads Associate Systems Support Specialists and Systems Support Specialists

  • Researches questions using available information resources

  • Basic system administration tasks (Windows Server, Linux, and UNIX etc.)

  • Stays current with system information, changes and updates

  • May perform other duties as assigned


REQUIRED QUALIFICATIONS


Skills/Abilities and Knowledge



  • Ability to read, write, speak and understand English

  • Documentation skills, including the development of designs, training documentation, standard operating procedures, problem analysis reports and small project plans

  • Effectively troubleshoot using OSI model

  • Must be able to interpret and contribute to creation of data flow diagrams (DFDs)

  • Familiarity with intrusion detection methodology, basic operation and management of firewalls, switches, routers and Tipping Point like network appliances

  • Ability to support remote sites and VPN connected users

  • Ability to enforce company computer related policies

  • Ability to effectively communicate verbally and in writing with all levels of customers

  • Able to work in a 24X7 environment


Education


Associate's degree (A. A.) in Information Technology, Computer Science, MIS or related field or equivalent work experience


Related Work Experience



  • 5 years previous help desk and desktop support experience

  • Experience with Netcool and Solarwinds systems

  • Experience with Microsoft desktop technologies (XP, Win 7, Office 7, and Office 2010)

  • Experience with basic Windows server administration (Active Directory, Exchange, etc.)

  • Experience using a help desk system for incident management and escalation

  • Experience managing enterprise carrier class systems and network monitoring tools such as Netcool and Solarwinds

  • Experience managing and troubleshooting application, hardware, DNS and routing layer faults

  • Experience with formal change management process and procedures

  • Complex troubleshooting, fault isolation, root cause analysis and incident management experience


Education


Bachelor's Degree in Information Technology, Computer Science, MIS or related field or equivalent work experience


CCNA preferred


WORKING CONDITIONS


Office environment


Shift Requirement: Wednesday - Saturday; 3 p.m. - 1 a.m.

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