IT Operations Support Specialist II

hace 2 meses

Guadalajara, Jalisco, México F5 A tiempo completo

At F5, we are dedicated to creating a superior digital landscape. Our teams empower organizations worldwide to develop, secure, and operate applications that enhance our interaction with the ever-evolving digital environment. We are deeply committed to cybersecurity, safeguarding consumers from fraud, and enabling businesses to concentrate on innovation.

Our focus is on people. This means we prioritize enhancing the experiences of our customers and their clients. We also emphasize fostering a diverse F5 community where every individual can flourish.

Our Team Members

Are valued and empowered, collaborative and team-oriented, innovative in their approach, and passionate about their responsibilities. They are dependable, trustworthy, and maintain a high level of integrity. They appreciate diversity, are inclusive, and are committed to a global perspective.

Position Overview The IT Operations Support Specialist II (ITOC) will receive and assess incidents related to networks, systems, and infrastructure, conduct troubleshooting, communicate with personnel, and monitor issues until resolution. The ITOC will escalate incidents to higher-level support staff when necessary. The Service Desk provides assistance for services and infrastructure that Common Engineering Development and Infrastructure (CEDI) and Engineering Shared Services (ESS) offer to engineers.

Job Highlights: As a member of the SOC Service Desk, you will support staff in various locations with technical assistance for Datacenters, Development/Test infrastructure, and production environment infrastructure, including multiple OpenStack environments and VMware setups.

Support encompasses specifications, installation, and testing of computer systems and peripherals within established protocols. You will also assist in the upkeep and testing of network servers and related equipment.

Key Responsibilities:

Deliver prompt analysis and resolution of server hardware, software, and network connectivity/access issues reported by end users. Ensure the root cause of problems is identified, addressed, or escalated; confirm fixes and obtain end-user validation. Utilize established processes and procedures to guarantee consistent, timely, and reliable end-user support, as well as adequate system security and asset tracking. Maintain accurate and timely status updates; document sufficient resolution summaries when closing or escalating tickets. Collaborate closely with other IT team members to address issues and ensure smooth communication. Seek assistance from others as needed to meet end-user requirements. Provide exceptional end-user support for technology and application inquiries and issues. Monitor the SOC Service queue and mailbox. Ensure all incidents and requests are resolved in accordance with service level agreements (SLAs). Direct support issues to the appropriate issue owners using call tracking software. Conduct system and network monitoring, which includes receiving, assessing, and escalating alerts. Manage incident response, including Tier 1 resolution and/or escalation of incidents/requests entering the ticketing system. Handle communications for critical incidents and scheduled maintenance, which may involve notifying the business and product development teams via email and ticketing systems. Perform incident management for multiple reported incidents, including identification, resolution, and/or escalation.

Additional Responsibilities:

Uphold F5's Business Code of Ethics and promptly report any violations of the Code or other company policies. Perform other related duties as assigned.

Required Knowledge, Skills, and Abilities:

Strong communication, problem-solving, planning, documentation, and organizational skills. Ability to multitask and prioritize effectively. Solid understanding of end-to-end business processes in the assigned functional area. Ability to work independently and collaboratively within a team. Excellent communication skills. General organizational and problem-solving skills are essential. Technical knowledge of server hardware and software, with a commitment to continuous learning in a fast-paced environment. Must maintain a high level of confidentiality due to security considerations. Deliver and exemplify a strong level of customer service. Navigate challenges with diplomacy and tact. Familiarity with Windows operating systems, server hardware/software, and TCP/IP LANs is essential. Operational familiarity with iOS and OSX is beneficial. Create knowledge base articles for new functionalities or daily procedures. Familiarity with Linux/Unix systems. Familiarity with GitLab.

Qualifications:

Associate degree in a related field (or equivalent experience) is required. 2-4 years of experience in a technical support role. Demonstrated familiarity with Windows and iOS/OSX operating systems, hardware/software, and TCP/IP LANs. A+ (or similar) certification is a plus.

Work Environment and Physical Demands:

Ability to read, write, and speak English. Proficient in using copiers, phones, faxes, and personal computers. Fast-paced team environment. Strong customer service orientation. Adaptable to ongoing changes. Extensive use of computers and phones. Email-intensive culture. Open office environment. Required to work in an office setting, with options for flexible and remote work.

Benefits:

We offer competitive salaries and a comprehensive benefits package, including full coverage of employee medical, dental, and vision insurance premiums, highly subsidized premiums for dependent coverage, 401K matching, employee stock purchase plans, 18 days of paid time off within the first year, 9 paid holidays, life insurance, short and long-term disability insurance, tuition reimbursement, and much more.

#LI-JB1

This job description serves as a general representation of the responsibilities and requirements of the position. However, it may not encompass all duties, and responsibilities and requirements are subject to change.

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