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A Brief Overview

The Technology Operations Center (TOC) Analyst provides technical support for critical network systems and applications within the Safelite enterprise. As a TOC Analyst, your responsibilities include monitoring system operations, troubleshooting system problems and network outages, and escalating issues when unfixable problems occur. Additionally, you will document your work and adhere to documented policies and standard operating procedures. These activities are conducted in 24x7x365 environment.

What you will do

• Conduct basic troubleshooting to identify and isolate the issue area. Attempt to resolve the problem, and if unsuccessful within the defined timeframe, escalate it to the appropriate technical teams or third-party support

• Perform initial troubleshooting to pinpoint and isolate the issue. If the problem persists beyond the defined timeframe, escalate it to the relevant technical teams or third-party support for further assistance

• Record all actions following standard company policies and procedures

• Perform mainframe and AS/400 maintenance tasks, addressing scheduling issues and related dependencies

• For evening/night shift, provide after-hours phone response for the Service Desk (Helpdesk) for Severity 1 and other service-related issues

• Management of personal email and appropriate response times

• Management of tape back-up processes for onsite/offsite rotations.

• Performs other duties as assigned

• Complies with all policies and standards

What you will need

• Bachelor's Degree or equivalent experience Preferred

• 1-3 years Experience in telecommunication, internet, or network operation center environments supporting Networks, infrastructure, and Mainframes. Required

• User level understanding and experience with Windows, Linux OS, network hardware and protocols, network storage systems, and apache web servers (High proficiency)

• Experience working with multiple monitoring systems and ability to visualize multiple inputs to single source correlation resulting in immediate resolution actions (Medium proficiency)

• Strong problem solving, analytical, communication and documentation skills (Medium proficiency)

• Proficient working in a dynamic operational center including receiving direction from multiple parties and correlating action items (Medium proficiency)

• Proficient in troubleshooting theory (Medium proficiency)

• Strong ability to prioritize dynamic tasks received during the work day (Medium proficiency)

• Effectively communicates with users, IT professionals and team members typically reporting and discussing progress of projects/incidents (High proficiency)

• A high proficiency in Microsoft Office Suite (Word, Excel) (High proficiency)

• Must be available to work a varied shift schedule in a 7 X 24 hour operations center environment. (High proficiency)

• Specific knowledge of Cisco ACS, Cisco Meraki, SolarWinds, WAN Optimization, VPN, and Internet Proxy Servers (Medium proficiency)
   

What You Will Get:

• Competitive weekly pay and bonus opportunities.
• Total job benefits valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.
• Up to $5,250 in tuition reimbursement per year.
• View all our health, wealth and life offerings at www.safelitebenefits.com

Expected Work Location (In Office): It is expected that you will primarily perform work at the Safelite Home Office (7400 Safelite Way, Columbus, OH 43235). You are required to work in the office at least 4 days a week. Changes to work location arrangements are subject to managerial approval and business needs. #LI-Onsite #LI-MH1

This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees may be required to perform other related duties as assigned to ensure workload coverage. This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change.

This position description is not all inclusive for every aspect of this role. Reasonable accommodations will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not, and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job’s essential duties because of an ADA disability.

Other qualifications may be required to ensure employment eligibility in accordance with local laws, regulations and with Safelite Group, Inc. policies and practices.