Specific Job Responsibilities:
• Act as a primary interface to business users for all IT support issues
• Record and triage incoming client and customer calls, emails, and system alert notifications
• Provision new tenants in a VMware cloud environment to include deploying VMs, perform access management activities, and conduct patch/remediation efforts
• Troubleshoot, resolve, and/or escalate software, hardware, security, and network issues
• Troubleshoot, resolve, and/or escalate cloud platform and application issues within private (VMware) and public (AWS) cloud environments.
• Execute periodic performance customer contact reports
• Extend personal capabilities through local training, reading, and technical project work
• Ticket management and auditing
• Train end users in the use of equipment and software
Position Requirements:
• Demonstrated experience with Windows and non-Windows server configuration, administration, and monitoring
• Demonstrated troubleshooting skills in networking and storage management
• Experience working in a process-oriented workflow environment; ITIL experience preferred
• Experience working with multi-tiered ticket handling/resolution systems
• Professional verbal and written communication skills required, capable of contributing to Knowledge Management
• Ability to react to dynamic industry and rapid changes in information technology
• Ability to manage multiple priorities in a fast-paced environment
• Experience supporting large enterprise IT environments
• Experience creating, modifying, and following standard procedural documents
• Knowledge of the Cherwell Service Management platform desired
Education/Equivalent
Training Required Associate’s Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
Experience needed:
• 2-5 years of directly related experience in:
• Workstation/server administration
• Network support and communications troubleshooting
• Security alert management
• Customer issue resolution and support

Joe Sullivan

Stellar Consulting Group

Unit # 334

Marlborough, MA 01752

Phone:

Fax:

www.stellarusa.com

Stellar Consulting Group LLC

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