Federal - Operation Support Technician

Organization: Accenture Federal Services

Location: Arlington, VA

Role Description: Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2 basic and intermediate level troubleshooting.

Specific responsibilities involved in this role include:

  • Provide infrastructure operations support for the daily/weekly/monthly health checklists in one or more of these areas: Microsoft Azure Cloud Tenant, Microsoft Office 365, or Network Management; complete and report during daily Ops calls
  • Provide Infrastructure Operations Support for end user enablement processes
  • Review SCOM reports/alerts; remediate as needed
  • Take primary responsibilities in Incident Management and Request Management; resolve incidents affecting the operation/availability of production systems, through troubleshooting and implementing known fixes; fulfill user requests through established review/approval process
  • Participate in Change Management through established change approval process
  • Analyze system performance indicators and recommend improvement actions
  • Monitor vendors' release notes to understand upcoming releases/changes
  • Make proactive suggestions for service improvements
  • Demonstrate commitment to Service Excellence

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