IT Infrastructure L2 Support/Major Incident Manager

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Job description

Immediate need for a talented IT Infrastructure L2 Support/Major Incident Manager. This is a 06+months contract opportunity with long-term potential and is located in Dallas, TX(Remote). Please review the job description below and contact me ASAP if you are interested.

Job ID: (phone number removed)

Pay Range: $20 - $23/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

Provides Tier 2 support primarily, and as needed Tier 1 support as back up

Receives and responds to user requests, providing users with technical support

Receives and coordinates, as needed, all levels of technical questions from users

Documents all user requests and enters status data from user calls into the Help Desk application

Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request

Maintains physical security and logical security accounts for assigned systems

Monitors and resolves entry-level issues relating to systems, network, and security

Provides basic training to users on new company-provided product releases and new products

Leverage best practices, common IT solutions and innovative technologies across the enterprise

Ensures continued performance readiness and development of technical resources appropriate to their level of experience

Major Incident Management role: level 1 escalation of major incidents

Responsible for the lifecycle of a major incident

Document restoration steps

Provide formal incident review write-up upon restoration of service

Problem Manager governance

Afterhours on call responsibilities

Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time in their sole and complete discretion.

Key Requirements and Technology Experience:

Key Skills; Tier 1 and tier 2 support , service desk , Major incidents ,ITIL Processes

A minimum of two years of service desk or desktop technician experience is required.

A minimum of a High School Diploma or equivalent is required.

Intermediate-level computer skills, decision-making, analytical, problem solving and interpersonal skills.

Intermediate reading and writing skills, basic reading skills, the ability to perform basic mathematical calculations, and excellent interpersonal skills with the ability to effectively communicate with others, both written and verbal communication.

Special training in A+ and Network + or MCDST, MCP, ITIL, and HDI are preferred.

Our client is a leading Petroleum and Oil Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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