All Lines Technology is looking to hire a Computer Analyst who will work with other analysts and support teams on a 24x7x365 basis to monitor all enterprise-level applications and services for hardware and software failures, errors, delays, and performance issues. You will resolve a variety of complex issues by directly engaging with the user community, other operational departments, development and engineering teams, and management.
Provide initial diagnosis and support for all alerting conditions within the multi-site production environment and escalate to technical support if required. Monitor performance dashboards to ensure thresholds are within appropriate standards. Respond to custom alerts and troubleshoot complex issues. Refer more complex issues to the lead analyst or supervisor on duty or the appropriate technical area and monitor completion of resolution.
Assist in physical security of the primary corporate data center by overseeing vendors performing hardware repairs, system upgrades, and standard maintenance activities.
Responsible for tape management and media distribution by ensuring proper tracking and recording of all incoming/outgoing tape shipments to the offsite storage facility. Coordinates emergency call-back requests according to the severity of the issue/request.
Execute critical nightly processes such as end-of-day and the eCommerce data load to support store/website sales, allocation, and replenishment processes.
At times work independently with little or no supervision on daily routine assignments. Demonstrate the ability to multitask and apply additional skills and knowledge acquired through experience to perform the more complex tasks within the department.
Responsible for monitoring departmental change controls, technical requests, incidents, and problem investigation records.
Analyze common issues and take steps to reduce or eliminate them, and collaborate with other IT personnel and seek help from lead operators or supervisors to develop relevant solutions.
Execute validation steps upon completion of hardware or software maintenance activities.
Manages a variety of documentation, including standard operational procedures, tape libraries, and error logs.
Continuous growth and education by keeping skills up-to-date. This includes training on new software applications and services, learning new or modified procedures and reading documentation and manuals.
Responsible for monitoring air conditioning (HVAC), fluid detection, fire alarms, and power protection systems (UPS) in the data center and surrounding areas.
Perform overnight data and voice network monitoring for all corporate infrastructure, data centers, stores, distribution centers, and facilities for routing failures, network configuration changes, WAN outages, and telephony performance issues using network application monitoring tools such as CA-Spectrum, NetQOS, and Ping Plotter.
Execute troubleshooting and investigative processes for any significant disruptions or failed network components or services and escalate to network support/engineering and telecomm vendors. Track troubleshooting efforts as part of incident lifecycle practices and validate resolution by testing functionality or confirming with the customer.
Technology Service Desk:
Field incoming phone calls and email requests assisting customers with a variety of technical issues. Addresses and resolves user incidents and requests and engages other Technology Service Desk resources or appropriate support organizations to resolve incidents.
Maintain detailed records of the user’s issue and document within the incident management system. This information is critical to capture in order to provide other support teams the information they need during escalation.
Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Analyze and resolve incident and requests regarding use of application software or hardware. Log and track incidents and requests from identification through resolution. Follow up with other support staff (service resources) involved in the resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication lifecycle has been completed. Document resolution and update the self-help and staff knowledge base.
Ensure the end-to-end customer experience is followed and provide a single point of contact for the customer.
Ensure timely and efficient processing of all Control-M production batch schedules and system backups for iSeries, UNIX, Linux, and Windows-based application environments. Will manage any failures or delays according the standard operating procedure (SOP) in addition to the associated incidents and business communications. Track daily service level availability deliverables and work with the application development teams to communicate delays to key stakeholders and business partners.
Process ad-hoc requests to start/stop/modify job stream flows and alter files in production environments across iSeries, UNIX, and Windows platforms using the Control-M scheduling application.
Analyze current batch scheduling configuration to determine ways to streamline/automate processing.
Internal Number: CPDI4835
About All Lines Technology, Inc.
All Lines Technology is a leading provider of enterprise technology solutions and services, with proven expertise enabling organizations to overcome obstacles and achieve excellent business results.
All Lines Technology is a woman owned solutions provider that delivers cost effective, industry standard IT solutions to our customers. We strive to be a Professional Business Partner and Trusted Advisor with each of our clients. In doing so, we help companies streamline and improve the way they buy, implement, and manage their technology infrastructures that support their mission critical business applications. These scalable solutions deliver benefits to companies from start up to Fortune 500.
All Lines Technology specializes in industry standard solutions for Enterprise Infrastructure, Microsoft Collaboration and Productivity Solutions, MSP/Cloud Solutions, IT Staffing, IT Consulting, and 24/7/365 Help Desk. As a value-added solutions provider, we partner with only best-of breed industry leaders that meet the business needs of our clients. We use our expertise to deliver streamlined solutions customized to the unique needs of your business, and strive to be your true trusted ad...visor. By leveraging cutting edge technology deployment and management solutions from industry leaders, we ensure you receive the technology solutions you require, delivered with the highest level of service.
Our corporate headquarters is located in Warrendale, PA which includes a state of the art datacenter showcasing some of the latest technology hardware and software solutions for our customers as well as a Tier 3 datacenter for our cloud based services. We utilize these for live demos, proof of concepts, and application testing. In addition, we also have a 20,000 square foot warehouse, staging & integration center that we use for client management/imaging and warehousing. We have a secondary location in Cranberry Township, PA where our 24/7/365 Help Desk and network operations center resides.