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Apply now Job ID 20000199 Date posted Feb. 01, 2020 Austin, Texas Information Services

Associate IT Operations Analyst

About Us:

Epicor Software is a global technology leader dedicated to helping businesses drive growth for more than 45 years. Our modern, industry-specific software helps customers boost efficiency and productivity by simplifying and automating everyday processes. We have a stellar team of nearly 4,000 worldwide employees who are passionate about building exceptional products and solutions through teamwork, constant innovation, and integrity. We strive to hire and reward star players who inspire one another and drive results for the business and our customers.

About the Role:

Epicor Software is looking for a candidate to join our IT team as a Network Operations Analyst. This role will assist and provide first escalation support in the monitoring, troubleshooting, and support of various Windows (primary) and Linux operating systems, network, storage, databases, utilities, system tools and the hardware on which they reside. Other duties include ongoing maintenance and operation of the data center, server installations, and assisting with logging and documentation of equipment and processes. The candidate would belong to a team of dedicated high-achievers committed to the success of Epicor.

What You’ll Do:
  • Conduct systems support activities, such as network and server monitoring, troubleshooting, escalation and resolution
  • Perform routine monitoring, administration, repair and maintenance of the products within the managed environments
  • Provide correct routing and escalation when situations require
  • Communicate status of issues with responsible parties and NOC Management in writing and verbally
  • Modify, maintain and update software, such as firmware, drivers, anti-virus and Windows Service Pack updates, performed through a practice of Change Management, Configuration Management and Release Management
  • Maintain Service Delivery to meet customer Service Level requirements which includes Disaster Recovery and Business Continuity planning, data security and recovery, and Production level policies and procedures
  • Assist in research/testing/implementation of Monitoring tools
  • Prepare and conduct system and programming tests requiring interfacing of hardware and software
  • Create and update existing documentation of processes and procedures in support of administration tasks
  • Participate in capacity management, expansion and growth planning
  • Assist management with development and maintenance of NOC procedures
  • Execute daily NOC operations, escalations, ticketing and communications with customers
  • Contribute to a positive and cohesive team
  • Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
  • Ensure proper transition during shift changes
What You Need to Succeed:
  • Previous IT and Customer Service experience is a plus
  • Ability to work on problems of moderate scope, where analysis of situation requires a review of identifiable factors
  • Must be able to exercise judgment within defined procedures to determine appropriate action
  • Must have strong organizational and multi-tasking skills to prioritize workload in a fast paced environment
  • Must work effectively within a team environment
  • Availability to work a rotation of on-call and shift work as needed
Additional Skills That Could Set You Apart:
  • Experience with Service Now
  • Experience with VMware, vCenter
  • Experience with SolarWinds, Orion
  • Experience with Nagios Server Monitoring
  • Experience with AppDynamics Application Monitoring
Primary location: Austin Texas United States
IT Operations Analyst

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