The Information Technology team is hiring an Operator to provide support in coordination with the Data Center Operations team to facilitate the completion of operational, physical capacity, physical security and media management tasks supporting all aspects of the Data Center environment.
The Operator scope of involvement typically includes troubleshooting one or more of the following: Networks and data communication, Telecommunication systems, Server and/or desktop systems, Storage and data management solutions, Application management and support, Data media libraries and software, Data Center facilities environmental equipment.
In this position, you'll provide technical support and recommendations as needed to supplement Infrastructure Engineering, Software Engineering and Administrator functions. You'll provide support as required for technical support escalation, operational logistics, incident and problem resolution services resulting in deployments with optimal Mean Time to Restore (MTTR) and Mean Time Between Failure (MTBF) characteristics.
What you'll do
Provide timely and consistent communication on overall systems status and operational issues as required by support and customer groups
Assure quality work is performed by utilizing industry best practices and following H&R Block corporate standards and guidelines
Ensure accuracy and integrity of data, systems, and facilities by maintaining adherence to policy and procedures.
Perform and/or assist in swift fault isolation and rigorous problem resolution management by following prescribed troubleshooting practices
Support the timely and accurate execution of and reporting on backup and recovery services
Provide efficient and effective project assistance to the internal and external H&R Block user community
Provide input to security, contingency, and system documentation of systems including diagrams, schema logical, and physical layouts
Monitor systems performance and assists with network management in a heterogeneous computing environment, including CPU's from a variety of hardware manufacturers with multiple Operating Systems
Execute against prescribed Data Center Operations Team production workflows, procedures, and processes
Investigate and ensure resolution of production processing problems for batch and online services, including applications
Assist in software package installs/upgrades and testing of software packages. Adheres to maintenance policies for third-party software media and ensure the media is stored according to procedures
Participate/assist in Disaster Recovery activities as required
Maintains and documents various master code file changes, appropriate logs and records ensuring accuracy and integrity
Provide end user support for normal and special processing needs including support for the field by troubleshooting line, modem, and system problems as needed
Monitor various transmissions from field locations and other business partners
Review/recommend enhancements and/or changes as needed
Monitor/maintain appropriate print queue management, both centralized and remote
What you'll bring to the role
Good self-management skills including, organization, time management and prioritization
Practical experience with process documentation tools and methods
Ability to follow quality assurance techniques and protocols
Degree in Computer Science or equivalent through a combination of education and work experience
Three years' experience in a position requiring IT technical problem-solving skills.
Analytical ability, including, capacity planning, operations methodology, and error detection and resolution techniques
Good oral, written and interpersonal communication skills as well as customer service skills
Customer interface skills including problem-solving, conflict resolution and team building
H&R Block, Inc.