IT Technical Analyst
SGF Global - Houston, TX

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Under general supervision, applies knowledge of monitoring systems and responds to complex LAN (local area network equipment alerts and alarms utilizing testing, analysis, tools and techniques. Resolves technical problems in area of expertise, including WAN routers, LAN switches and Microsoft servers. Opens incident management ticket for critical alerts and alarms received in the management console, reassigns to the regional IT staff globally. Interfaces with the regional IT staff to provide status updates, communicates with data carriers and phone company personnel to open tickets in the case of circuit failures. Performs own work and provides assistance to others as needed. Job tasks, correctly performed, have some impact upon the viability of the organization. Requires knowledge of data communications and server administration typically acquired through an undergraduate degree in a Computer related technical field and three to five years of "hands on" experience with Cisco network equipment and/or Microsoft server administration. Knowledge of operational processes and procedures for area of responsibility required.

Applies knowledge of systems in area of responsibility to deliver system performance, availability, and capacity to agreed-upon service levels. Performs moderately complex monitoring and maintenance tasks. Resolves moderately complex technical problems in area of responsibility. Participates in installation, configuration, tuning, and documentation of software products in area of responsibility. Assists senior technical support analysts in completing tasks and projects. Demonstrates exemplary customer orientation and understanding of critical customer service issues.