Technology Operations Center Analyst

Does this position interest you? You should apply - even if you don't match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.

Does this position interest you? You should apply - even if you don't match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.

A Brief Overview

The Technology Operations Center (TOC) Analyst performs technical analysis of system issues and outages across Safelite's enterprise. S/he troubleshoots and acts to resolve the issue or escalates to appropriate parties. The TOC Analyst may also perform basic system administration tasks such as network/system troubleshooting and executing various scripts. The TOC Analyst conducts these activities in a 24x7x365 environment.

What you will do

• Perform basic troubleshooting to identify/isolate issue area, attempt to resolve, then escalate to appropriate technical teams/3rd party if unable to resolve within a defined timeframe.

• Monitor a wide variety of information and network systems, including, but not limited to, telecommunications circuits, data centers, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems, and core applications.

• Document all actions following standard company policies and procedures

• Conduct mainframe and AS/400 maintenance duties, including resolving scheduling problems and related dependencies.

• For the evening/night shift, provide after-hours phone response to the Service Desk (Helpdesk) for Sev 1 and other service access-related issues.

• Management of personal email and appropriate response times

• Management of tape backup processes for onsite/offsite rotations.

• Performs other duties as assigned

• Complies with all policies and standards

Education Qualifications

• Bachelor's Degree or equivalent experience Preferred

Experience Qualifications

• One year of experience in telecommunication, internet, or Technical operation center environments supporting Networks, infrastructure, and Mainframes. Required

Skills and Abilities

• User-level understanding and experience with Windows, Linux OS, network hardware and protocols, network storage systems, and Apache web servers (High proficiency)
• Experience working with multiple monitoring systems and ability to visualize various inputs to single source correlation resulting in immediate resolution actions (Medium proficiency)
• Strong problem-solving, analytical, communication, and documentation skills (Medium proficiency)
• Proficient in working in a dynamic operational center, including receiving direction from multiple parties and correlating action items (Medium proficiency)
• Proficient in troubleshooting theory (Medium proficiency)
• Strong ability to prioritize dynamic tasks received during the work day (Medium proficiency)
• Effectively communicates with users, IT professionals, and team members, typically reporting and discussing the progress of projects/incidents (High proficiency)
• A high proficiency in Microsoft Office Suite (Word, Excel) (High proficiency)
• Must be available to work a varied shift schedule in a 7 X 24-hour operations center environment. (High proficiency)
• Specific knowledge of Cisco ACS, WAN Optimization, VPN, and Internet Proxy Servers (Medium proficiency)

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.

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Internal Associates: Already a member of the Safelite team? Apply through your Workday account by searching 'Find Open Jobs'.

Diversity: Safelite welcomes everyone. We value our diverse workforce and suppliers, and we're proud to be an equal opportunity employer. Learn more at Safelite.com/Careers.

Benefit amounts are estimates only. Actual values will depend on benefit elections during enrollment.

This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job's essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws and regulations and with Safelite Group, Inc. policies and practices.