System Technician -MICROS-Retail
MICROS Systems Inc. - Westmont, IL

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A MICROS-Retail Systems Technician provides the first level of support to minimize any disruption of services to MICROS-Retail’s hosted customers as well as facilitate ongoing infrastructure deployments. The Systems Technician accomplishes this by monitoring the hosted environment, responding to alerts, escalating recurring or critical issues, and operating hosted systems, all according to published procedures. Additionally, a Systems Technician may be asked to deploy the hardware infrastructure for client implementations. A Systems Technician must also be comfortable talking with Hosting Services clients on the phone and corresponding through email.

Essential Responsibilities Customer Service The Systems Technician is the primary point-of-contact for all initial communications with MICROS-Retail Hosting Services clients. A Systems Technician must exercise sound customer service skills in dealing with clients.

Problem Ownership The System Technician owns issues reported to the NOC by any method from initial contact through resolution. Incumbent will be responsible for fielding phone calls and email from hosted clients, entering the issue into the tracking system, performing first level support and triage, resolving the issue or escalating as appropriate, and following-up where required to ensure the issue has been fully resolved.

Monitoring The Systems Technician is responsible for monitoring using MICROS-Retail’s monitoring software for potential network, hardware and software issues. A Systems Technician will act on all alerts in a manner consistent with the published procedures and MICROS-Retail Service Level Agreements.

Operational Support The Systems Technician is responsible for operating the hosting environment according to published procedures. Tasks include, but are not limited to; verifying jobs/scripts execute successfully, stopping/starting critical services, and maintaining the condition of the data center. Systems that will require support include but are not limited to: W2K3, W2K8 - RHEL 4,5,6 – SQL 2000, 2005.

Technical Support The Systems Technician is responsible for basic system support including, but not limited to, hardware installations and upgrades; software installations, upgrades and configuration; administration of Windows database software; and administration of Linux web server software.

Work Schedule We are a 24x7 support operation. Weekly work shift will include evenings, weekends, and holidays. Final shift hours will be determined prior to being hired. The standard work shift is 42 hours and includes 2 guaranteed hours of overtime.

The first (4) weeks will be during the day shift for training.

Experience/Education · High School diploma or equivalent and some college course work required

· Ability to work in the U.S. (no sponsorships available)

· 2-3 years in a server support based environment

· Certification in Microsoft, Linux, databases or Cisco networks a plus

MICROS enjoys being an Equal Opportunity Employer m/f/d/v.

MICROS participates in E-Verify, a federal pilot program that enables employers to verify the identity and employment eligibility of all persons hired to work in the United States by providing the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) 464-4218.

MICROS Systems Inc. - 23 months ago - save job
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