Tier 1 Technical Support
TEKsystems
Posted Sunday, July 6, 2025
Posting ID: JP-005392978
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.
On-Site