Information Technology - Managed Hosting

Job Description

Role Purpose

As a part of the team, the Tier 1 Hosting Analyst candidate partners with the Merkle business to make technology an asset for customers and employees and provide effective solutions to technological issues. The Tier 1 Hosting Analyst should have previous experience with Helpdesk support and a strong drive to learn new enterprise-class technologies.

Key Responsibilities:

• Monitor and act on high severity incidents meeting strict SLA/OLA requirements
• Triage server and network related incidents
• Ensure that all requests are resolved on or before due date assigned
• Follow incident/request management best practices
• Provision/decommission servers following documented SOPs
• Utilize ticketing system(s) to document issues, communicate statuses, and resolution
• Triage and support Windows and Linux servers across physical servers, VMWare, and various Cloud platforms
• Troubleshoot and resolve basic server hardware issues
• Provide application support for enterprise platforms and procedures
• Escalate issues as defined in documented escalation procedures
• Perform server maintenance and patching both in-cycle and in response to urgent security vulnerabilities
• Manage and monitor backup solutions
• Continuously contribute to documentation in the Knowledge Base
• Uphold and promote Merkle's core values and culture
• Other duties as assigned

Measures of Success:

• Maintain a high level of internal customer service
• Demonstrate the ability to work as part of a team and share knowledge with team members
• Positive recognition as noted on Employee and Customer satisfaction surveys
• Successfully resolve technical incidents/requests with high quality, escalating where appropriate
• Flexibility to work non-standard work hours including nights, weekends, and holidays.

Qualifications

Key Skills and Experience:

• Associates degree or higher in Information Technology, Computer Science, or related fields of study
• 1year of Helpdesk or customer service experience
• 3 years of experience with Information Technology and specifically with Microsoft servers, software, hardware, and various cloud products
• Basic understanding of Windows (Windows Server 2008 or higher) and Linux (RHEL/CentOS) OSes
• Basic understanding of enterprise data center concepts (server storage, networking, server administration)
• Must be reliable related to work schedule and recurring tasks
• Flexibility to work non-standard work hours including nights, weekends, and holidays
• Able to follow documented standard procedures
• Demonstrate the ability to efficiently and accurately learn new skills, techniques, and responsibilities

Additional Information

Employees from diverse or underrepresented backgrounds encouraged to apply.

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact [email protected] if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.

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About dentsu 
Dentsu is the network designed for what’s next, helping clients predict and plan for disruptive future opportunities in the sustainable economy. Taking a people-centered approach to business transformation, dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society www.dentsu.com. 

We are champions for meaningful progress and we strive to be a force for good—for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact your recruiter if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.