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Tier 1 Technical Support

TEKsystems

Posted Sunday, July 6, 2025

Posting ID: JP-005392978

Overland Park, KS
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Working 100% onsite in Overland Park KS


Top Skills - Must Haves

  • incident management
  • ITIL
  • monitoring tools
  • ServiceNow

Description

Monitoring & Detection

• • Continuously observe health dashboards, logs, and alerts across network, server, container, and application layers.

• • Validate alert accuracy (noise vs. actionable).

Incident Management

• • Create, update, and close ServiceNow incident records.

• • Perform initial triage (log review, ping/trace, basic service restarts).

• • Act as Incident Manager during your shift—owning SLA timelines, conference bridges, and stakeholder comms.

• • Follow Tier 2–authored runbooks for remediation steps.

Service Request Fulfillment

• • Execute routine change, lifecycle-management (LCM), and user/service requests.

• • Verify successful completion and update related tickets.

Escalation & Collaboration

• • Identify severity (P1–P4) and invoke established escalation matrix for critical issues.

• • Provide clear, concise hand-offs to Tier 2/SRE/engineering teams.

Communication

• • Send real-time outage notifications, progress updates, and post-mortem summaries.

• • Maintain shift logs and participate in daily turnover calls.

Continuous Improvement

• • Suggest alert-tuning or runbook updates to reduce noise and mean time to resolution (MTTR).

• • Contribute to knowledge-base articles and lessons-learned documentation.


Tools & Technologies You’ll Use

• • Observability Platform: Home-grown UI with ServiceNow AIOps backend

• • ITSM: ServiceNow (Incident, Change, Problem, CMDB)

• • Collaboration: MS Teams, Slack, Zoom, conference bridges

• • Version Control / Docs: Confluence, SharePoint, Git (for runbooks)

• • Basic Admin Utilities: SSH, Remote Desktop, SNMP tools, syslog viewers


Skills

incident management, ITIL, monitoring tools, Ansible, Python, ServiceNow, AIOPS, Red Hat OCP


Additional Skills & Qualifications

Preferred / Nice-to-Have

• • ITIL Foundation certification.

• • Experience with AIOps / Observability toolsets (Prometheus, Grafana, ELK, Splunk, AppDynamics, etc.).

• • Basic scripting or automation familiarity (PowerShell, Bash, Python).

• • Exposure to container platforms (Kubernetes, OpenShift) or cloud infrastructure (AWS, Azure, GCP).

• • Previous support experience in a large telecom or carrier-grade network.


Compensation:$24

Contact Information

Recruiter: Brian Fellers

Phone: (913) 982-4972

Email: bfellers@teksystems.com

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
On-Site
Management
Automation
Dashboard
Version Control
Python (Programming Language)
Scripting
Microsoft SharePoint
Microsoft Azure
IT Service Management
Timelines
Windows PowerShell
Bash (Scripting Language)
Amazon Web Services
Observability
Ansible
Splunk
Kubernetes
Git (Version Control System)
ServiceNow
Cloud Infrastructure
Lifecycle Management
Microsoft Teams
Telecommunications
Triage
Slack (Software)
Configuration Management Databases
Information Technology Infrastructure Library
OpenShift
Simple Network Management Protocols
Zoom (Video Conferencing Tool)
Grafana
Prometheus (Software)
Atlassian Confluence
Remote Desktop Services
ITIL Foundation Certification
Application Layers
Appdynamics
Syslog
AIOps (Artificial Intelligence For IT Operations)
Runbook

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