Overview: Management Science Associates, Inc., (MSA) is a diversified information management company that for over half a century has given market leaders the competitive edge in data management, analytics and technology. We are seeking a Data Center Technician I to join the MSA Information Technology Systems & Services (ITSS) division.
Diagnose and solve routine problems and incidents enhancing first-level and/or first contact resolution, or in conjunction with level 2 and level 3 staffs. Promote efficiency, customer satisfaction, and aid in consistently lowering the cost per contact rate.
Respond to large volumes of incidents and inquiries from internal and external client bases as well as IT staff coordination and escalation, while maintaining level headed, courteous, and professional behavior.
Monitor, analyze and troubleshoot LAN, WAN, communication and server performance. Perform appropriate and accurate corrective actions when issues are identified.
Monitor and manage systems performance and capacity.
Maintain security of the Command Center which includes, but may not be limited to, maintaining key/lock control for all racks and cabinets, escorting clients and monitoring security cameras.
Work with senior Data Center Technicians to create a knowledge base, troubleshoot scripts and maintain known error documentation.
Provide Smart Hands service to internal and external clients which includes, but may not be limited to, tracing and reseating cables, inspect indicator lights, system restarts, re-seating drives/blades, handle tape media and library requests, and perform emergency restores.
Technical certificate or AS degree in an Information Systems-Technology related discipline or equivalent experience
Customer service and communication skills with the ability to develop good working relationships with team members, employees and customers.
Understanding of functions and technologies developed, used and supported by various teams and platforms throughout division and company.
Basic understanding of networks, servers and data center operations.
Ability to interpret system and event messages and alerts via monitoring tools, software applications and generated emails.
Knowledge of Incident Management workflows and automation tools.
Ability to maintain consistent, courteous, and professional behavior with a service attitude, paying attention to detail and accuracy within all incident management responsibilities, while communicating simultaneously with all division members, and internal or external end-users and clients
Ability to grasp technical detail and complexity within the division's infrastructure
Knowledge of and the ability to quickly learn various web-based applications including enterprise incident management tracking system
Ability to work in a very organized fashion paying strict attention to detail