F5 ITOC Support Specialist II 

Mexico, Jalisco, Guadalajara 

406930122

Attractions of the Job:As a member of the SOC Service Desk, you will assist staff in Corporate Office and remote locations with technical support of Datacenters,Development/Test infrastructure and production environment infrastructure, Seven Open stack environments, and VMware’s environments.

Support includes specifications, installation and testing of computer systems and peripherals within established guidelines. You will also assist in the maintenance and testing of network servers, and associated equipment.

PrimaryResponsibilities:

• Provide basic timely analysis and resolution of server hardware, software, and network connectivity/access problems reported by end users. Ensure root cause of problems is understood, address or escalate; verify fixes and obtain end user validation.
• Utilize defined processes, & procedures to ensure consistent, timely, and reliable end user support as well as adequate system security, asset tracking, etc.
• Maintain accurate and timely status information; record sufficient resolution summary information when closing or escalating tickets.
• Work closely with other members of the IT organization to help address issues and ensure free flow of information. Engage assistance of others as needed to satisfy end user requirements.
• Provides top-notch end-user support for technology and application questions and problems.
• Monitors the SOC Service queue and mailbox.
• Ensures all incidents and requests are resolved against SLAs.
• Routes support issues to the correct issue owners via call tracking software.
• Network & System Monitoring – System and network monitoring which includes receiving, triaging, and escalating alerts.
• Incident Response – Tier 1 response, resolution and/or escalation to incidents/requests entering the PDI ticket stream.
• Communications Management – Handling communications for critical incidents and scheduled maintenance. This can include communication to the business and PD teams via email, Service-Now tickets.
• Reporting – Performing incident management where multiple incidents are reported or discovered. This can include identification, resolution, and/or escalation of incidents.

Other Responsibilities:

• Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
• Performs other related duties as assigned.

Knowledge, Skills, and Abilities:

• Solid communication, problem-solving, planning, documentation, and organization skills.
• Working ability to multi-task and prioritize.
• Good business knowledge of the end-to-end business processes in the functional area assigned.

• Working ability to work independently, as well as collaboratively, within a team.
• Strong communication skills.
• General organization and problem solving skills required.
• Server hardware & software technical knowledge and ability to continuously learn while operating in a fast-paced, demanding environment are necessary.
• Must be able to maintain a high level of confidentiality due to issues of security.
• Deliver and demonstrate a strong level of customer service.
• Handle obstacles and difficulty with basic diplomacy and tact.
• Demonstrated in-depth familiarity with Windows operating systems, Server hardware/software, and TCP/IP LANs.
• Demonstrated operational familiarity with iOS and OSX.
• Create Knowable base articles for new functionality or for daily procedures.
• Familiarity with Linux/Unix.
• Familiarity with Giblab.

Qualifications:

• Associate degree in related field (or equivalent experience) required
• 2-4 years experience working in a technical support role
• Demonstrated familiarity with Windows and iOS/OSX operating systems, hardware/software and TCP/IP LANs
• A+ (or similar) certification a plus

Physical Demands and Work Environment:

• Ability to read, write, and speak English
• Use copier, phone, fax, and personal computer
• Fast paced team environment
• Strong customer service orientation
• Open to ongoing change
• Extensive computer and phone use
• E-mail intensive culture
• Open office environment
• Required to work in office, with availability to flexible and remote work optionally.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.