Vantiv Technology Specialist in Florence, Kentucky
Level 1 Technical Services Specialist
Under minimal supervision, the Technical Services Center Specialist will monitor, support and troubleshoot complex IT infrastructure to resolve operating issues; including failures and service level degradation. Initiate corrective actions to ensure connectivity and minimize downtime, with the overall goal of ensuring availability of the IT environment to Vantiv employees and customers. Function as an escalation point, owning the problem through resolution.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Monitor, support and troubleshoot the IT infrastructure for operating issues involving failures, degradation and incident correlation using various software and hardware monitoring tools.
Via the web and/or telephone; receive, prioritize, document, and actively resolve service requests and incidents.
Perform troubleshooting and problem resolution for all types of the IT infrastructure incidents as assigned -- hardware, software, telecommunication, business application, customer connectivity, ATM's, etc.
Utilizing available resources (including PDA and Knowledge Management references and other sources) triage complex problems, taking appropriate action to ensure availability and minimize downtime.
Function as an escalation point, owning the problem through resolution.
Escalate problems in a timely manner to IT engineering staff
Accurately and thoroughly document the resolution steps taken within the ticket.
Follow detailed technical documentation and standard operating procedures.
Assist in defining and developing detailed technical knowledge based articles.
Identify opportunity for process improvements targeting improved customer service and organizational efficiency.
Function as a team member on assigned projects.
Other duties as required.
SUPERVISORY RESPONSIBILITIES: None
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
2-year technical degree, technical certifications, or equivalent work experience. Work experience includes Computer Network System exposure; LANs, WANs, Internet, Intranet, and data communication systems.
Experience configuring and troubleshooting network / telecommunication problems, working directly with field technicians.
Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong analytic / problem solving skills.
Excellent verbal, written and phone skills.
Experience in a call center or helpdesk environment preferred.
Ability to effectively prioritize and execute tasks in a high-pressure, fast paced, high volume work environment.
Dependable, flexibility to work weekends, evenings, and holidays.
Work independently under minimal supervision.
Office environment with little exposure to dust, noise, temperature change.
Sitting for extended periods of time. Extended use / viewing of computer keyboard / monitor.