Career Opportunities

Production Support Associate

This entry-level position is primarily responsible for first-level support for the Production/Automation and Telecommunications areas of the Information Systems – OPS department. This position will provide computer room coverage, fulfilling the Information Systems Operator responsibilities, as scheduled by the Team Leader – OPS. The incumbent monitors daily incident and change ticket flow, as well as initiates necessary tickets in support of problem resolution and modifications to the operating environment.  This position will be required to be on call 24×7 for any issues related to these responsibilities.

• Provide first-level support to the Production/Automation and Telecommunications areas of the Information Systems – OPS department. Respond to calls, emails, and incident and change tickets in a timely manner. Research, troubleshoot, and provide resolution or work with second-level Synergent support staff to assist in analysis and problem resolution. (R)
• Monitor the Enterprise incident management system incident and change queues, working tickets in an effort to deliver timely resolution and support. Originate and follow up on tickets interfacing with other departments and vendors as needed. (R)
• Responsible for computer room coverage of shifts as scheduled by the Team Leader – OPS. (R)
• Monitor all production batch processing schedules and jobs through review of the OpCon user interface. Review completion statuses and quickly identify problems, resolving or escalating them in order to obtain timely resolution. (R)
• Monitor Production/Automation and Telecommunications alerts, as well as group and individual emails, following up as necessary. (R)
• Respond to and address after-hours emergency trouble calls relating to circuit outages and production/ automation failures with appropriate action within two hours of notification. Provide on-call support as scheduled by the Team Leader – OPS. (R)
• Apply security patches to all Information Systems – OPS servers to ensure a secure environment. (R)
• Work as a liaison between the Information Systems Operators, Production/Automation and Telecommunications staff to ensure the Information Systems Operators are trained and able to perform new job tasks and procedures. (R)
• At the direction of the Team Leader – OPS, assist with operational activities through taking on lead responsibilities on tasks in support of departmental projects and technical staff. (R)
• Assist Production/Automation and Telecommunications with procedural documentation. (R)

• Knowledge of security best practices.
• Advanced Windows knowledge.
• Ability to process tickets using the Enterprise incident management system.
• Knowledge of AIX, shell scripting, and file transfer protocol.
• Knowledge of batch processing.
• Knowledge of Enterprise automation software.
• Proficiency with standard PC programs and functions.
• Excellent communication skills to convey information effectively and efficiently.
• High level of organizational skills necessary for prioritizing and managing varying responsibilities and workloads.
• Ability to work independently and as part of a team within a challenging and diverse environment.
• Ability to adapt to changes and adjust priorities with little notice.
• Ability to learn new concepts and skills in order to continually expand knowledge base and advance with industry changes.
• Ability to apply critical thinking skills to solve problems by generating, evaluating, and implementing solutions.
• Willingness to work and seek out new work challenges.