EOC Sr. Technician

Company: ADT
Location: Irving
Posted on: January 10, 2021

Job Description:

Company Overview:ADT is a leading provider of security and automation solutions for homes and businesses in the United States and Canada. ADT's broad and pioneering set of products and services, including ADT Pulse-- interactive home and business solutions, and health services, meet a range of customer needs for today's active and increasingly mobile lifestyles. Headquartered in Boca Raton, Florida, ADT helps provide peace of mind to nearly seven million customers, and it employs approximately 17,000 people at 200 locations. More information is available at www.adt.com.Summary: The EOC Sr. Technician is responsible for the integrity of and availability of ADT's business critical systems.These include systems directly supporting external customers (ADT.com, Pulse), systems supporting customer-facing business units (Sales, Installation, Service), and systems supporting internal corporate functions.While deep technical expertise is not required, this position requires troubleshooting and analytical skills, spanning across diverse technologies - servers, storage, network, and software applications.In addition, this position requires the ability to command during critical incidents, and a strong business sense to make critical decisions during such incidents, including escalations to Leadership, Executives, as well as business partners in the event of Business Continuity.Initially, the position will focus on ADT's signal communications infrastructure supporting receivers and 3rd party provisioned services.In addition, the Sr. Technician will be responsible for leading coordination, repair and associated reporting related to all mission critical business solutions outage incidents.Roles and Responsibilities:---Ensures timely incident and problem management resolution; provide Level 1 and 2 technical support that may include PC end-users, telco, server, signaling, and/or mainframe / midrange applications, as well as technical advice, guidance, and informal training on hardware and software. ---Monitor technical solutions for exception-based events or indicators. ---Troubleshoot and restore routine technical services and equipment by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures. ---Perform root-cause analysis and develop checklists for typical problems, as well as recommend procedures and controls for problem prevention. ---Assist in the installation and rollout of new technology solutions. ---Maintain a knowledge database to enhance the quality of problem resolution, as well as, within a team setting, share information and assist others with incidents. ---Provide guidance and training for less experienced team members, when necessary. ---Operates and monitors enterprise data center computer and peripheral equipment network, tape libraries, and storage area metrics. ---Identifies and responds to error messages and may re-sequence job steps after a job is interrupted. ---Maintains and publishes reports on IT metrics. ---Assists Supervisor with data entry, data verification, notification, escalation and facilitation. ---Analyzes operations and their adherence to standards and guidelines. ---Maintains lists, records, procedures, templates, etc. pertaining to IT systems or processes. ---Cross-trains, assigns and reviews the work of more junior team members and serve as a technical resource. ---Ensures physical datacenter integrity.---Drives closure to open IT operational issues within problem and change system---Creates and updates IT infrastructure documentation for Systems Administrator, Help Desk Technician and End User audiences as needed.---Performs and/or participates in other assignments or projects as assigned by Supervisor or Director.---Monitor incidents to ensure that the service level agreements are respected---Performs other duties as assigned Success Metrics:Success will be measured in a variety of areas, including but not limited to: ---Consistently provide accurate shift statistics ---Consistently adhering to and working within the Enterprise Operations Center standards, practices, and procedures ---Consistently operating within ADT's values and cultural style ---Successfully executing the roles and responsibilities of this position---Monitor batch processing systems for successful completion and required accuracies---Escalate to next level of support when batch processing systems fail or provide unexpected results---Work as investigative lead on capturing information to provide to next level of support and follow through on all issues until successful results are achieved---Work with other teams to provide information relative to maintenance or unplanned outages for batch processing and dash-boarding components

Keywords: ADT, Irving , EOC Sr. Technician, Professions , Irving, Texas