Kinney Group, Inc.

  • TechOps Support Analyst

    Job Locations US-IN-Indianapolis
    Posted Date 1 month ago(4/18/2018 1:27 PM)
    Job ID
    2018-1589
    Category
    Splunk Tier 1 Support - 110
    Security Clearance Level Required
    No clearance required
  • Overview

    The primary mission for the Support Analyst operate in team as the first line of contact for customer support questions, as well as assist Analysts with resolving customer issues and routine maintenance tasks. The Support Analyst will utilize a standard set of tools, knowledgebase articles, and electronic resources to respond to inquiries. Additional duties will include assisting in creation and verification of support resources, as well as working with members of the TechOps team to engage in project work.

     

    The Support Analyst will be assigned a shift during the normal working hours between 8AM and 8PM Eastern, but some off-hours work may be required at times.

     

    The TechOps Support Analyst will:

               

    • Collaborate with other members of the TechOps team.
    • Utilize a variety of tools and resources to answer client inquiries.
    • Assess technical issues and provide tier I resolutions, or escalate the issue to a TechOps Analyst.
    • Contribute to the documentation library used by all technicians
    • Develop an understanding of supported software packages and an awareness of their basic features.
    • Accurately document all customer interactions and work performed.

    Desired Skills & Experience

    • A strong attention to detail
    • Strong technical background
    • Knowledge of troubleshooting and problem diagnosis
    • Excellent communication skills (both oral and written) 
    • Must have the ability to multi-task and prioritize tasks according to urgency and importance while remaining calm and focused

     

    Preferred Skills:

    • Customer Service experience
    • Technical writing experience
    • Beginner knowledge of network infrastructure.
    • Beginner knowledge of Windows environment.
    • Beginner knowledge of Linux environment.
    • Experience in operating in a ticket based support system
    • Preference will be given to candidates showing a working understanding of Splunk.

     

    More about Kinney Group:

    Kinney Group is a cloud solutions integrator harnessing the power of IT in the cloud to improve lives. Automation is in Kinney Group's DNA, enabling the company to integrate the most advanced security, analytics, and infrastructure technologies as an optimized solution powering IT-driven mission and business processes in the cloud for federal agencies and Fortune 1000 companies. We are an elite team with a unique combination of credentials for strict security environments.

     

    Our colleagues subscribe to a shared ethos and purpose for the company to achieve clarity and organizational health. This translates across every customer touch point within the organization. We offer compelling work as well as leadership commitment to ongoing training and development.  

     

    Kinney Group, Inc is an Equal Employment Opportunity employer.

     

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