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Tier 2 Analyst in STRONGSVILLE at Acuative

Date Posted: 5/7/2018

Job Snapshot

Job Description



Summary of Position


The UCS Analyst II provides remote support for Field Engineers working on Cisco UCS Hardware Break/Fix tickets. Assist business customers with telephone, email or trouble ticket enquiries to resolve or escalate IT systems issues and problems. Provide support and incident management and client communications for Cisco UCS systems faults and service requests.





Essential Functions






•         Provide second level support for any Cisco UCS issue and problem following set processes and procedures






•         Provide assistance by phone, email and/or using a ticketing management system






•         Respond to new tickets in a monitoring or management tool






•         Incident Queue Management



 




•         Update the internal knowledge base with issue resolution






•         Update the internal knowledge base with issue resolution details



•         Escalate problems as required following a documented procedure



•         Quickly and accurately determine incident scope and impact



•         Follow up on tickets at pre-defined intervals until resolved



•         Update daily status reports and shift handover reports



•         Act as a liaison between customers and Field Engineers



•         Mentor lower-level analysts, QC their work and provide formal training when needed



•         Provide feedback to Supervisor/provide supervision on the performance of lower-level analyst








Job Requirements



Required Qualifications




•         Associates Degree or equivalent work experience



•         Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting



•         Customer focused



•         Ability to multi-task





Additional Qualifications Desired



•         Previous customer service experience a plus


Cisco certification preferred