Technology Operations Specialist II

Overall Purpose

Staff in this position provide production application support, oversee file processing, and ensure processing jobs are completed as scheduled in a 24×7 environment. Additionally, provide first level help desk support and monitor system environmental performance.

Essential Functions

Responsible for monitoring all production applications, telco, and systems.

Ensure the successful delivery of input and output files, contacting customers as necessary when files fail or are missing.

Monitor all application processing to ensure successful timely completion.

Submit and/or reprocesses standard jobs under documented guidelines.

Identify and report system and network issues ensuring all events are entered in ticket tracking application and escalated accurately.

Track and monitor escalated issues to ensure proper resolution.

Document all calls and events with detailed information regarding issue tracking and resolution.

Research customer or application errors and resolve basic issues according to documented procedures

Provide level I help desk support to internal and external users, resolving basic issues according to documented procedures and escalating to appropriate on-call staff as needed.

Participate in Incident Management events following escalation procedures as documented according to company policy.

Maintain and update documentation used to perform to daily duties.

Complies with all security policies and procedures, to ensure that the highest level of system and data confidentiality, integrity and availability is maintained.

Required Skills

Required Experience

Qualifications

Experience supporting batch and online processing systems

Experience with telecom functions and transmission protocols such as SFTP, SSH, TCP/IP

Experience with Windows desktop operating systems

Experience with Linux, Windows, and IBM Mainframe operating systems

Experience with Microsoft Office applications

Ability to research technical or complex issues

Minimum of two years experience working in computer operations or application support role

Effective written and verbal communication skills

Strong attention to detail, accuracy, policy compliance, and documentation

Approved background and drug screen is required

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling, and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Candidates responding to this posting must independently possess the eligibility to work in the United States at the date of hire.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

Early Warning Services is an equal opportunity employer.