Lead technicians who monitor multiple Information Technology (IT) systems,
perform incident management and/or address service requests related to IT
systems and applications.
Please note: This position can be mostly remote based in Tulsa, Oklahoma.
RESPONSIBILITIES
Key Duties and Responsibilities
Lead the technicians engaged in monitoring IT systems. Delegate tasks,
provide support, and perform quality checks to ensure technicians are
performing consistently within ITs overall goals and objectives.
Serve as an escalation point for complex issue resolution and root cause
analysis to increase efficiency.
Ensure 24/7 availability of critical IT systems and underlying infrastructure
through the use of monitoring tools and manual procedures. Lead team members
in issue resolution.
Communicate clearly and frequently with internal and external customers
regarding complex outages, issues, requests, and resolutions to provide a
high degree of customer service/advocacy. Engage with Internet Service
Providers (ISP) and 3rd party vendors for service interruptions that create
risk to business operations.
Activate and maintain documented procedures with other technicians as well as
multiple IT teams regarding planned and unplanned outages, issues, and
resolutions regarding critical IT systems that could impact business
operations as required by position. Maintain open and effective communication
with team members, and leadership.
Respond to and provide on-site and/or remote technical support to customers
with complex system issues. Create and/or respond to IT tickets for customers
who reach out directly with system issues. Provide status updates to
customers and leadership as well as follow up after resolution is obtained.
Monitor targeted email communication templates related to IT change controls,
outages, and other critical IT information as required by position.
Communicate status updates to leadership and/or other IT teams.
Collaborate with Business Automation/Service Management team and other IT
Application/Infrastructure teams to oversee automation of processes for
continuous improvement. Identify best practices and continuous improvement in
support of client technology and processes.
Provide monitoring and immediate support of critical business processes
including Customer Billing, Service Operations Center (SOC) activities,
Customer Payments, or other identified business processes through manual
testing, collaboration with support SMEs or other activities required to
address impact to critical Business Processes.
Lead various projects as assigned to include device replacements, system
patches, updates, and software changes that are relayed from Tulsa to other
work locations to ensure the updates are successful as required by position.
Lead the collaboration with IT technical support teams to identify, document,
test, and train Network Operations Center (NOC) Personnel technical
procedures or other work transitioning to the NOC. This includes ensuring
sufficient access and knowledge are available to NOC personnel.
Regular and reliable attendance is required in performance of job.
Employee may be required to perform additional duties as assigned.
QUALIFICATIONS
Education Requirements
Preferred - Associate's degree in computer sciences, general studies, or an
equivalent combination of formal education and the following job-related
experience. (Typically, one and a half to two years of relevant experience is
equivalent to one year of formal education.)
In addition to vocational training, this role typically calls for seven to ten
years of relevant experience. (Minimum of six years’ relevant experience are
required).
Experience
Experience with current infrastructure technologies and the ability to
understand and support the following as required by position:
Desktop/laptop hardware, operating systems, and Office suite
IP networking
Active Directory, permission hierarchy, and group policy management
Event monitoring, logging, and data collection techniques
Virtualization Technologies
IP Subnetting
Various script languages (ex: PowerShell)
Windows desktop operating system
Windows servers
Linux Operating systems
CISCO switching and routing
Previous experience interacting with client calls, providing customer
service, and responding to IT requests. Experience with incident and event
handling and escalation. An understanding of Business IT Automation and
ticketing systems such as Service Now.
Experience and training relative to:
Workstation operating systems software
Computer hardware
Networking
Communications
Security administration
Previous experience regarding how to identify, research and analyze complex
hardware/software problems to resolution.
Experience in communicating technology issues and sharing solutions with
stakeholders.
Experience in performing system evaluations and providing cost effective
recommendations.
Demonstrated ability to research, prepare and compose systems operating
procedures and documentation, reports, and correspondence.
Experience leading and facilitating discussion groups to achieve a specific
objective.
Demonstrated ability to lead, train, advise, interact, guide, collaborate,
and communicate effectively.
Demonstrated ability to read and write fluently in English.
Licenses and Certifications
Required - Applicable driver's license as required by position.
Preferred - Comp TIA A+ Certification, A+ Certification for technical
support, CompTIA Network+ Certification, Microsoft Technology Associate
(MTA), and/or Cisco Certified Network Associate (CCNA)
Additional Requirements
Ability to travel to multiple work sites when needed.
Mobility to travel in and around office facilities system wide.
May be required to lift 50 lb. and be able to install equipment under desks
or in ceilings.
Ability to communicate and/or exchange information both written and verbally.
Visual abilities sufficient to perform job duties.
This job description is meant as a guideline for employees of ONE Gas, Inc. It
is not a definitive or exhaustive description and consequently may not include
all tasks or functions related to the position. This document does not create,
and is not part of, an employment contract. Please note the position may change
to meet the changing requirements of the business. Employees may be assigned
duties either, in addition to or instead of, those set out in this document and
the position is subject to further changes at management’s discretion.
ONE Gas provides natural gas distribution services to more than 2.3 million
customers in Kansas, Oklahoma and Texas. Headquartered in Tulsa, Okla., its
divisions include Kansas Gas Service, the largest natural gas distributor in
Kansas; Oklahoma Natural Gas, the largest in the state; and Texas Gas Service,
the third largest in the state in terms of customers.
Its largest natural gas distribution markets by customer count are Oklahoma City
and Tulsa, Okla.; Kansas City, Wichita and Topeka, Kan.; and Austin and El Paso,
Texas. ONE Gas serves residential, commercial, industrial, transportation and
wholesale customers in all three states.
Inclusion & Diversity is a core value at ONE Gas. We know that every employee
makes a difference and contributes to our success through their unique talents
and abilities. We also acknowledge that we can accomplish great things by
listening and learning from each other.
ONE Gas has great benefits! Here are just a few:
Medical/Dental/Vision packages that fit your family's needs.
Paid Time Off
401(K) plan that is 100% matched up to 6%.
Profit Sharing contributions may also be made under the 401(k) Plan.
Paid Parental Leave.
Basic and Optional Employee Term Life Insurance.
Education Assistance and Tuition Reimbursement.
The job description is not intended to be a complete list of all
responsibilities, duties, or skills required for the job and is subject to
review and change at any time, with or without notice, in accordance with the
needs of One Gas. Where positions are covered by a collective bargaining unit
agreement, the terms and conditions of the agreement will apply.
ONE Gas, Inc., and its divisions will provide equal employment opportunity for
qualified persons without regard to sex, race, religion, color, national origin,
ethnicity, age, sexual orientation, gender identity or expression, disability,
military status or genetic information or any other federal, state or local
protected class.