Technical Analyst

Job#: 3021058

Job Description:

Title / Position: Technical Analyst

Location: Charlotte, NC

• Hybrid allowance: 4x/week onsite, 1/week remote

Contract Duration: 6+ months

Top Requirements:

Ideally 3-5 years IT experience

General IT knowledge (routers, networks, switches)

Help desk tier 2 - do not want someone that is ticket processing/working off script

Networking terms: routes, costs, subnet, etc. candidate needs to understand what is being discussed enough to be able to follow along, so if something does not make sense they are able to ask clarifying questions

IT admin that used to get the 2am phone calls that no longer wants to get the 2am phone calls

Written and verbal communication

Organization

Plusses

Ticketing system experience (Cherwell)

Day to Day Responsibilities/project specifics: This role is within a Root Cause Analysis team at a large client. The team is engaged after an outage has been resolved to ensure preventative measures and responses to the outage were appropriate as well as to note procedural improvements that need to take place. The term outages is loose - the team is completing analysis on responses to system latencies, features that are not working, or fires in data centers, among other issues. So, once an outage has been reported by the SOC, the team waits until the next business day to engage the team that is responsible for the fix to self-document the problem and respond to a standardized set of questions related to the outage response and cause. To determine the fix agent, the team looks through Webex logs and calls to understand the nature of the issue (database, server or network) and gets a general understanding of the problem. From there, the team should receive the questionnaire back from the application owner, but if they don't will need to work on getting answers. Once received, we go back and forth to ensure we understand, true up metrics and any documentation.

So, the ideal candidate will understand technical jargon as related to global load balancer, pool issues, node issues, SPA issues, etc. The main goal of this role is to understand the fix to an outage and to ensure the team understands the root cause to decrease future risk. Once documentation is obtained, the information is categorized by type, cause and a few other variables and is reported for metric purposes. Ideal candidates will have a background in working outages, have a general understanding out IT (subnets, routers, switches), have excellent written and verbal communications and are highly organized. The team is comprised of 3 members with many outages being reported in any given day.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.