TOC Analyst-4

Safelite • Columbus, OH

10d • Onsite

About The Position

The Technology Operations Center (TOC) Analyst provides technical support for critical network systems and applications within the Safelite enterprise. As a TOC Analyst, your responsibilities include monitoring system operations, troubleshooting system problems and network outages, and escalating issues when unfixable problems occur. Additionally, you will document your work and adhere to documented policies and standard operating procedures. These activities are conducted in 24x7x365 environment.

Requirements

• Bachelor's Degree or equivalent experience
• User level understanding and experience with Windows, Linux OS, network hardware and protocols, network storage systems, and apache web servers (High proficiency)
• Experience working with multiple monitoring systems and ability to visualize multiple inputs to single source correlation resulting in immediate resolution actions (Medium proficiency)
• Strong problem solving, analytical, communication and documentation skills (Medium proficiency)
• Proficient working in a dynamic operational center including receiving direction from multiple parties and correlating action items (Medium proficiency)
• Proficient in troubleshooting theory (Medium proficiency)
• Strong ability to prioritize dynamic tasks received during the work day (Medium proficiency)
• Effectively communicates with users, IT professionals and team members typically reporting and discussing progress of projects/incidents (High proficiency)
• A high proficiency in Microsoft Office Suite (Word, Excel) (High proficiency)
• Must be available to work a varied shift schedule in a 7 X 24 hour operations center environment. (High proficiency)
• Specific knowledge of Cisco ACS, Cisco Meraki, SolarWinds, WAN Optimization, VPN, and Internet Proxy Servers (Medium proficiency)

Nice To Haves

• 1-3 years Experience in telecommunication, internet, or network operation center environments supporting Networks, infrastructure, and Mainframes.

Responsibilities

• Conduct basic troubleshooting to identify and isolate the issue area.
• Attempt to resolve the problem, and if unsuccessful within the defined timeframe, escalate it to the appropriate technical teams or third-party support
• Perform initial troubleshooting to pinpoint and isolate the issue. If the problem persists beyond the defined timeframe, escalate it to the relevant technical teams or third-party support for further assistance
• Record all actions following standard company policies and procedures
• Perform mainframe and AS/400 maintenance tasks, addressing scheduling issues and related dependencies
• For evening/night shift, provide after-hours phone response for the Service Desk (Helpdesk) for Severity 1 and other service-related issues
• Management of personal email and appropriate response times
• Management of tape back-up processes for onsite/offsite rotations.
• Performs other duties as assigned
• Complies with all policies and standards

Benefits

• Competitive weekly pay and bonus opportunities.
• Total job benefits valued at more than $10k. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.
• Up to $5,250 in tuition reimbursement per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level