Description
Link Technologies is currently seeking a Solutions Management Analyst for a great contract opportunity in Las Vegas, NV.
Description
The solutions management analyst I is responsible for resolving issues escalated from Tier 1 support or other Tier 2 groups because they are either unable to resolve the issue or do not have a clear escalation path. While resolving issues, the analyst will be responsible for creating or updating knowledge documentation on how to resolve the issue as well as finding ways to push First Call Resolution and find ways to automate the correction of issues. Provide 24 hour support 365 days per year.
Duties
Receive escalations from Tier 1 and other Tier 2 groups via phone or e-mail
Properly escalate issues that the Solutions Management Analyst is unable to resolve to Tier 3 support or the appropriate vendor
Monitor applications for errors or issues through provided tools
Perform application and/or system code updates and installs
Identify ticket routing gaps and work with Service Desk to correct or improve said gaps
Script Review and improvement
Knowledge gathering and documentation for incident and problem resolution
Identify reoccurring issues and finding ways to permanently resolve by working with Tier 3 support or the appropriate vendor
Any additional duties as required by management
Requirements
In depth knowledge of Windows Server Operating systems (NT, 2000, 20003, 2008)
Understanding of Windows Server Clustering
Knowledge of AS400 systems
Understanding of ITIL processes
Familiarity with ticketing systems
Min 3 years of experience in a support roll of an enterprise size network
Must be able to obtain gaming license in Nevada and Michigan
Availability to work nights/weekends/holidays
Preferred
5 - 10 years of experience in a support roll of an enterprise size network
MCITP/MSCE
Bachelor's degree in MIS or related field (or combination of education and experience)
Knowledge of Casino/Hospitality applications
To apply, please send your resume in MS Word format to (see below) and reference Job ID #3035. We regret that we are unable to provide VISA sponsorship at this time. We look forward to working with you!