IOC Analyst

Q2 is seeking an Information Technology (IT) Analyst to join our IT team within the Integrated Operations Center (IOC). This role will be responsible for Q2 infrastructure and platform incident management, change management, problem management, and service request management. The successful candidate will have balanced experience in network, server, cloud IT disciplines.

This role will assist and provide first escalation support in the monitoring, troubleshooting and support of various Linux operating systems, Windows operating systems, databases, utilities, system tools, and the hardware on which they reside. Other duties include ongoing maintenance and operation of the data center, server installations and assisting with logging and documentation of equipment and processes. The candidate would belong to a team of dedicated high achievers committed to the success of Q2.

RESPONSIBILITIES:

• Conduct systems support activities, such as network and server monitoring, troubleshooting, escalation and resolution
• Perform routine monitoring, administration, repair and maintenance of the products within the managed environments
• Provide correct routing and escalation when situations require
• Communicate status of issues with responsible parties and IOC Management in writing and verbally
• Modify, maintain and update software, such as firmware, drivers, anti-virus and Windows Service Pack updates, performed through a practice of Change Management, Configuration Management and Release Management
• Maintain Service Delivery to meet customer Service Level requirements which includes Disaster Recovery and Business Continuity planning, data security and recovery, and Production level policies and procedures
• Assist in research/testing/implementation of Monitoring tools
• Prepare and conduct system and programming tests requiring interfacing of hardware and software
• Create and update existing documentation of processes and procedures in support of administration tasks
• Participate in capacity management, expansion and growth planning
• Assist management with development and maintenance of IOC procedures
• Execute daily IOC operations, escalations, ticketing and communications with customers
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
• Ensure proper transition during shift changes

EXPERIENCE AND KNOWLEDGE:

• Bachelor’s degree in Computer Science or equivalent preferred

• 1-2 years previous related experience
• Previous experience with Linux Systems Administration, Network Administration, or Cloud Administration needed
• Must have strong organizational and multi-tasking skills to prioritize workload in a fast-paced environment
• Must work effectively within a team environment
• Availability of shift work within a 24x7x365 operation center

Preference will be given to candidates with:

• Experience with VMware, vCenter, vC Operations Manager
• Microsoft Certification: MTA, MCSA, MCSE
• Network Certification: Network+, CCENT, CCNA, CCNP
• Linux Certification: RHCSA, RHCE
• Security Certification: Security+, CISSP,
• Cloud Certification: AWS Foundations, , Azure Fundamentals

At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.