The posting
Job Description
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.
About Us
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.
