Job: Call Center Systems Administrator

We have an immediate opening near Louisville, KY for someone with their MCP and MCSE (preferred) certification and who is currently utilizing those skill sets. This experience is a mandatory requirement for consideration for this position.

Summary of Responsibilities

Provides Incident Management support to include incident identification and resolution and maintains complex infrastructure in a SAN environment with respect to access methods, access time, validation checks, organization, security, documentation and statistical methods. Responsible for multiple complex systems in production (24x7x365), development, and test environments. Responsibilities include configuring and troubleshooting server based Applications; Microsoft SQL, Advanced Scripting, Data Warehouse and Web Server tuning.
ESSENTIAL DUTIES AND RESPONSIBILITIES

• Incident Management Level 1 - Responsible for incident identification and resolution for level I issues. The SA will escalate to an outside vendor relating to desktops (PCs, Laptops) or the NOC for Level II support. The SA will use enterprise-monitoring tools to monitor all systems and respond based on enterprise standards. The SA will work closely with the NOC throughout all incidents. The SA may augment the Security Manager as a trusted agent when warranted.
• Server/Application Administration - Responsible to support all facets of applications to include administration (logins, passwords etc) backups and restores at local site. The SA also provides administration and hardware support for servers (NT, 2000 only).
• Server/Application Documentation - Documents all areas of the applications, including which clients are accessing which applications. Works with the Site Support Group on documentation of all systems, including disaster avoidance / recovery and planning.
• Desktop Support - Provides support for desktop operating systems to ensure accessibility of client tools. The SA also coordinates efforts to standardize operating systems across multiple centers supporting the same client. Ensures that a current image is produced and stored on a network device local to the center.
• Account Administration - Responsible for adds, deletes and moves of all users of the local center. This includes access to NT, Exchange, SQL, Proxy, and adds, deletes and moves of individuals in/out of local or global groups.
• Change Administration - Key participant in Change Implementation Management (CIM) and submits change control documentation in accordance with company standards.
• IT Physical Asset Management - Responsible for IT asset management and provides reports to site management and the Asset Manager in accordance with company standards.
• Software Compliance - Responsible for all site software compliance issues and provides monthly reports to the Corporate Security, Standards and Planning Group.
• NOC Responsibilities – Tracks, plans and documents systems in Cyber Center. The SA validates documentation and directly oversees all vendor installations. The SA also coordinates with internal departments to plan upgrades to Cyber Center facilities and oversees technical activities associated with Cyber Center. The SA Creates Cyber Center status reports, validates monitoring capabilities, validates systems data, tracks environmental system status, facilitates drills to test staff response capabilities. The SA will research data center standards and best practices.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Works well with internal and external IT support teams
• Develops rapport and trust
• Sets and works to own standards and team standards
• On call after normal working hours
• Understands the relevant aspects of the client products/programs supported
• Strives to maintain a sound knowledge of the client
• High level of Accuracy
• Data capture and data quality
• Time keeping and attendance
• Flexibility

EDUCATION and/or EXPERIENCE
Bachelor’s degree in Computer Science or Communications Engineering desired; 2 to 4 years related experience and/or training in a call center environment required. Microsoft Server and Application experience required and certification preferred and CISCO experience required and certification preferred.

This position is near Louisville, KY. The compensation for this position will be 47 to 50K.