Senior Ticket Support Jobs (NOW HIRING)

PITT OHIO is a family-owned transportation company with a long-standing commitment to safety, service and respect for our employees. We are currently seeking individuals to join our team as a Senior Network Engineer at our Pittsburgh, PA location. PITT OHIO offers career opportunities within a company that values hard work, teamwork and integrity.

What PITT OHIO Offers

• Competitive pay
• Excellent benefits including medical insurance with no weekly premiums, dental, vision, 401(k) and profit sharing
• Paid time off and holiday
• A respectful, people first work environment
• Well-maintained equipment & modern facilities

If you’re looking to join a company with a strong culture and a commitment to its employees, PITT OHIO is the place for you.

Purpose

Design, implement, and operate highly available, secure network infrastructure supporting a multi-site enterprise environment, ensuring performance, scalability, and reliability across cloud and on-prem systems.

Support Services
• Assist Core Infrastructure team with resolution of core network and systems issues across a suite of technologies as required to meet a 99% uptime SLA.
• Actively monitor and maintain Tier 3/4 Core Infrastructure ticket support queue; updating, re-prioritizing, and escalating issues as required to maintain SLA.
• Provide Tier 3/4 technical assistance to end users, vendors, and business groups as required.
• Complete daily, weekly, and monthly maintenance tasks.

Implementation Services
• Creation and updating network technology, policies, procedures, and standards.
• Develop, model, and design IT network solutions, integration, and access in collaboration with other team members.
• Development and implementation of disaster recovery and high availability plans for infrastructure systems.
• Work independently on moderate to major projects serving as lead as well as working within a team environment throughout project implementation.
• Review, upgrade, and replacement of current infrastructure technology systems and products on a 3-5 year ongoing cycle.
• Research new technology and present recommendations and justifications on moderate to large scale hardware and software purchases.

Administration
• Mentor and/or provide support to other team members, where applicable, including guidance for troubleshooting and design.

• Work directly with IT&S department to strategize and plan 3-5 year infrastructure services, capabilities, and self-goals.
• Assists with ongoing review and documentation of infrastructure environment and remediation as needed to address technology gaps and improve support.

Other Duties

• Regularly communicate status and ensure accuracy of documentation.
• Timely submission of daily hours, status reports, and salary calendars.
• Document and maintain access, processes, and operating methods as instructed.
• Draft support documentation (knowledge base articles).
• Attend and actively participate in team and department meetings.
• Participate in 24x7 support as required; available by cell as needed.
• Assists operations, business analysts, and vendors in troubleshooting business service problems where needed.

• 6-8+ years of hands-on experience with administration and support in network, server, and cloud environments.
• Education: Associate degree in an Information Technology discipline and/or 8+ years of industry experience OR a bachelor's degree in an Information Technology discipline and 6+ years of industry experience.
• Certification: Cisco, ITIL, and/or equivalent certifications preferred but not required.
• High level of expertise in the following areas:

• Data Center:
  • Data Center Asset Management and License Management
  • Carrier and Vendor Management
  • Infrastructure Monitoring and Incident Management
  • On-premises Datacenter and Remote Data Closet Management (cabling, connectivity, cooling, power backup, etc.)
• Networking:
  • Strong Networking Skills with Routing and Switching in a Multi-vendor Environment
  • SD-WAN Networking with Diverse Circuit Installations
  • Cisco Meraki Suite Support and Management
• Voice:
  • Cisco Unified Communications Stack (Call Manager, Contact Center, etc.)
  • SIP Trunking Support and Management
• Cloud & Systems:
  • Microsoft Azure Suite Support and Management
  • Microsoft Active Directory Support and Management
• Automation & DevOps:
  • Python, PowerShell, or Bash for automating repetitive tasks
  • Ansible, Terraform, or ARM to Automate Infrastructure Provisioning
• Security:
  • Zero-trust Architecture
  • Identity Based Security
  • Network Segmentation
  • Compliance (if applicable: NIST, ISO)

• Experience using service desk tools for ticket management.
• Good understanding of desktop operating systems, hardware configurations, and software.
• Strong ability to work with others and be a positive influence and role model in a fast-paced team environment is required.
• Strong level of experience with Microsoft Office, Visio, and Project.
• Good technical writing skills and ability to speak to different audiences on their terms.
• Outstanding customer service and interaction skills, as well as excellent verbal and written communications skills.
• High level of effort and commitment to performing quality work. Ability to operate effectively within the organizational structure and demonstrate the ability to work under pressure, prioritize tasks, and meet deadlines.
• Maintain the required level of technical skill by attending technical seminars, training courses, and completing certifications.
• Must possess and maintain a valid driver’s license; clean driving record required

Working Conditions/Physical Requirements

• Must be able to telecommute effectively and work onsite as required.
• Travel to remote locations (several times a year) may be required.
• Schedule flexibility is a must (weekends, after hours).
• Must be able to lift, carry, push, or pull a minimum of 25 lbs.
• Sedentary work – exerting up to 10 pounds of force occasionally and/or negligible number of force frequently or
constantly to lift, carry, push, pull or otherwise move objects including the human body. Sedentary work
involves sitting most of the time. Walking and standing are only required occasionally.
• Close visual acuity is required to perform activities such as preparing and analyzing data and figures, viewing
computer terminals, and extensive reading.
• Typical exposure to interior environmental conditions like air conditioning and dust; no substantial exposure to adverse environmental conditions. Manual dexterity is regularly required including fingering, grasping, and typing; manual dexterity includes repetitive motion of the wrists, hands, and fingers. Talking and hearing required communication with and listening to others to share or receive information. May be occasionally exposed to noise including telephone, office machinery, and conversations of others.

PITT OHIO is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, religion or other legally protected status.

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