IT Operations Support Specialist II
hace 5 días
At F5, we are dedicated to creating a superior digital experience. Our teams empower organizations worldwide to develop, secure, and manage applications that improve our interaction with the ever-evolving digital landscape. We are committed to cybersecurity, safeguarding consumers from fraud, and enabling businesses to concentrate on innovation.
Our focus is on people. We prioritize enhancing the lives of our customers and their clients. We are committed to fostering a diverse F5 community where every individual can flourish.
Our Employees
Are valued and empowered, collaborative and team-oriented, innovative in their approach, and passionate about their roles. They are dependable, trustworthy, and transparent, exhibiting a high level of integrity. They appreciate diversity, embrace inclusivity, and maintain a global perspective.
Position Overview The ITOC Support Specialist II will receive and assess incidents related to networks, systems, and infrastructure, perform troubleshooting, communicate with staff, and track issues until resolution. The ITOC Support Specialist I will escalate incidents to ITOC Support Specialist II staff when necessary. The Service Desk provides support for services and infrastructure that CEDI (Common Engineering Development and Infrastructure) and Engineering Shared Services (ESS) deliver to engineers.
Job Highlights: As a member of the SOC Service Desk, you will assist personnel in Corporate Office and remote locations with technical support for Datacenters, Development/Test infrastructure, and production environment infrastructure, including Seven Open stack environments and VMware environments.
Support encompasses specifications, installation, and testing of computer systems and peripherals within established guidelines. You will also assist in the upkeep and testing of network servers and related equipment.
Key Responsibilities:
Provide 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; verify solutions and obtain end-user confirmation. Utilize established processes and procedures to ensure 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 summary information when closing or escalating tickets. Collaborate closely with other IT team members to address issues and ensure seamless information flow. Engage others as needed to meet end-user requirements. Deliver 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 within SLAs. Route support issues to the appropriate issue owners via call tracking software. Network & System Monitoring – Monitor systems and networks, including receiving, assessing, and escalating alerts. Incident Response – Provide Tier 1 response, resolution, and/or escalation for incidents/requests entering the PDI ticket stream. Communications Management – Manage communications for critical incidents and scheduled maintenance, including updates to the business and PD teams via email and Service-Now tickets. Reporting – Conduct 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.Knowledge, Skills, and Abilities:
Strong communication, problem-solving, planning, documentation, and organizational skills. Ability to multitask and prioritize effectively. Good 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 & software and a commitment to continuous learning in a fast-paced, demanding environment. Must maintain a high level of confidentiality due to security concerns. Provide and demonstrate a strong level of customer service. Handle challenges and difficulties with diplomacy and tact. Familiarity with Windows operating systems, server hardware/software, and TCP/IP LANs. Operational familiarity with iOS and OSX. Create knowledge base articles for new functionalities or daily procedures. Familiarity with Linux/Unix. Familiarity with GitLab.Qualifications:
Associate degree in a related field (or equivalent experience) 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.Physical Demands and Work Environment:
Ability to read, write, and speak English. Use of copier, phone, fax, and personal computer. Fast-paced team environment. Strong customer service orientation. Adaptability to ongoing change. Extensive computer and phone usage. Email-intensive culture. Open office environment. Required to work in the office, with options for flexible and remote work.Benefits:
We offer competitive salaries and a comprehensive benefits package, including 100% premium coverage for employee medical, dental, and vision insurance, highly subsidized premiums for dependent coverage, 401K match, employee stock purchase plan, 18 days of paid time off within the first year, 9 paid holidays, life insurance, short & long-term disability insurance, tuition reimbursement, and much more.
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This Job Description serves as a general representation of the responsibilities and requirements of the position. However, it may not be all-inclusive, and responsibilities and requirements are subject to change.
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