AFTER HOURS MONITORING AND SUPPORT

Position Description

The After Hours Monitoring & Support Specialist must be an attention to detail individual with the ability to work in a fast paced team environment.  In addition, the successful candidate must have good communication skills and be able to manage workloads while driving resolutions for escalated issues. 

Essential Duties/ Responsibilities:

  • Professional communication and feedback when responding to support tickets from system users and upper management within Service Level Agreements 
  • Capability to multi-task while monitoring multiple streams of communications and alerts across several different platforms, environments, & applications
  • Must be able to detect and determine network related issues
  • Ability to work in a high stress and high paced environment while triaging and resolving support tickets 
  • Keep support requester updated hourly on the progress of resolving their support ticket 
  • Ensure all support coming in on emails, phones and conversations is logged in the support system following standard operation procedures
  • Document and concisely communicate root cause analysis in both a technical and business level of detail
  • Understanding of importance for communication and escalation paths as identified through standard operating procedures
  • Quality time management and organizational skills
  • Any other task or duty as assigned or required

Minimum Qualifications

  • 1-2 year (or working towards), Degree in Information Technology or related field or Bachelor’s degree in Information Technology or related field or history of proven work experience (Required)
  • Basic knowledge and/or experience with software applications (Desired)
  • Basic Networking Experience (Desired)
  • Basic Database Experience (Desired)
  • Customer Service Experience (Desired)
  • SQL Experience and/or development experience in Python, PowerShell, Java, .Net (Desired)
  • General knowledge of invoices, inventory management, and purchasing (Desired)

Physical Requirements:

  • Fingering, Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling
  • Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
  • Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
  • Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.
  • Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
  • Must be able to detect and determine network related issues

Hours:

Shifts that can range between the following times: M-F from 4 p.m. to 9 a.m. and 24 by 7 weekends and holidays.

4th Source is a fast paced, dynamic, growing enterprise and a fun place to work. Candidates must be comfortable working in unstructured and energetic environments, must be good at working with teams and have a positive, get it done attitude.

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4th Source is committed to being an equal opportunity employer in accordance with all federal and state laws.