• Job Description

  Req#: 24-00092

  51 Old Hall St, Liverpool L3 9PP, United Kingdom
  
  The first few weeks will be a regular 9 to 5 for training for about 3 to 4 weeks then they’ll move to a regular shift that we need covered
  Liverpool office - on site 2 days a week
  7am - 4pm UK time

  Role overview:

  Event management is handled efficiently using alert systems like BigPanda, taking ownership of alerts and troubleshooting them with the aid of Runbooks and SOPs. Basic knowledge in Client and Datadog complements their ability to analize and monitor system performance, while understanding API concepts and applications enhances their technical capabilities.

  Their ITIL experience covers Incident Management, Problem Management, and Change Management, ensuring adherence to best practices in IT service management.

  What you'll be doing:

  In the day-to-day operations, the individual demonstrates proficiency in ChatOps through Slack by creating channels, coordinating resources, and engaging with customers. This includes managing communication and collaboration among customer service representatives and high-level engineers to ensure seamless customer service. assist with user account management and basic security tasks such as password unlocks and guiding users through the process of creating tickets and directing them to standard operating procedures (SOPs) or Runbooks to resolve their issues.
  

  What we're looking for:

  • Chat-Ops experience (Slack) - Creating channels / coordinating resources / engaging customers primarily through the Slack
  • Customer service - working with customer service reps to high level engineers
  • ServiceNow
  • Confluence / JIRA
  • IP knowledge - subnetting and general IP concepts like subnetting etc.
  • Light Active Directory experience
  • Basic security experience - helping with password unlocks / helping users create tickets and directing them to SOPs/ Runbooks to resolve their issues
  • Experience with Office360 – Word – Outlook – Excel – MS suite etc...

  Nice to Have:

  • Streaming knowledge for games using MS Teams or other applications
  • Event management - using an alert system BigPanda / or other event management systems / taking ownership of alerts and troubleshooting them using Runbook’s /SOPs
  • Basic Knowledge in Client/ Datadog
  • Basic Knowledge in API concepts and applications
  • ITIL knowledge

  Preferred Experience / Education:

  • Three to five years or relevant experience
  • A degree from a four-year college (i.e., BA. BS)
    

  E-Verify: United States Employment Opportunities Only

  E-Verify is an internet-based system operated by the Department of Homeland Security and the Social Security Administration and allows employers to confirm an individual’s employment eligibility to work in the United States. Under the E-Verify rules, effective September 8, 2009, federal agencies subject to the Federal Acquisition Regulation are required to modify, and include in new contracts, a provision that requires federal contractors and subcontractors to use E-Verify. ITCO Solutions is required to adhere to these requirements.

  
  
  ITCO Overview
  Performance. Excellence, Value. Founded in 1997, our success is built on our relationships with our clients and our ability to deliver real value. ITCO Solutions is a technology services organization specializing in Workforce Solutions, Consulting Services, and Software Licensing.
  
  At ITCO Solutions, our goal is to create a long-term relationship by providing quality service and delivering real value to our consultants and clients. We are not a staffing firm that will just submit resumes with little value. The ITCO team works directly with the hiring manager to understand requirements so we can deliver a consultant that fits.
  
  Workforce Solutions Providing qualified IT talent to fill client resource needs, augment staff, and deliver projects on time. Engage ITCO Workforce Solutions to bolster the capacity of your IT staff and/or extend your capabilities beyond your existing skill sets.
  
  Consulting Services Streamline your adoption of technology and ensure optimal investment with ITCO Consultants.

  • Turn-Key project delivery
  • Reduce complexity
  • Infrastructure, Virtualization, Cloud, and Managed services

  SmartSoft Licensing Solutions has set a new standard of value in helping companies maximize their purchasing power across the software spectrum.

  • Hard-dollar costs savings by as much as 30% for enterprise software licensing
  • Simplify the management and maintenance of software purchases
  • Provide an assessment of your existing licensing

• About the company

  IT Consulting Creative Services Cloud Delivery and Assessment Storage and Recovery Managed Services Software Licensing

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