(GSOC) Incident Analyst

Kount; Louisville (KY); Remote; USD 45,000 - 65,000; Full time

Job summary

Kount, supporting Equifax, seeks a dedicated support professional for their Network Operations Center. This remote 2nd shift role involves troubleshooting system and network issues while ensuring customer satisfaction. Ideal candidates will have relevant experience and strong communication skills. Enjoy comprehensive benefits including a growth-centric environment.

Benefits

401k matching

Paid time off

Comprehensive healthcare packages

Organizational growth potential through learning platform

Qualifications

• Experience in a Network Operations Center preferred.
• Ability to work well under pressure with management.
• Strong analytical skills required.

Responsibilities

• Perform as the first line of defense on 24/7 support.
• Investigate system and network issues to minimize impact.
• Follow escalation processes and report on service interruptions.

Skills

Analytical problem solving

Excellent verbal communication

Excellent written communication

Troubleshooting application processes

Customer service

Education

Computer Science degree

1-3 years' equivalent experience

Tools

SQL

Oracle

Linux

AWS Cloud Practitioner

Network+

A+

Linux CentOS 7

CompTIA Security+

ITIL v4/ITSM

Job description

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

The Global Support Operations Center (GSOC) supports Insights’ Products, Services, Infrastructure and Platforms on a 24x7x365 basis. The Operations Center (OC) provides both Tier 1, Tier 2 level support using the ITIL (ITSM) Framework for tracking issues for the purposes of driving Service Delivery improvements and raising customer satisfaction scores. It is the OC’s mission to save business time by reducing escalations and improving operational efficiency through continued process improvements and automation improvements. Additionally, it is the responsibility of the Operations Center to reduce both incidents and problems through a process that isolates the problem and drives the changes to eliminate the incidents.

Perform as the first line of defense on 24/7 support team to take appropriate action toward resolving system and network problems as they occur. Investigate and respond to system and network issues while minimizing impact on customer service. Follow processes and procedures to escalate issues as required in 24/7 support environment. Issues service interruption reports to the Executive Level Leadership Team and agencies as required. Achievement of objectives is generally measured by product up time.

This role is 2nd shift. Monday - Friday from 3:30 PM to 12 AM EST. This role is remote but candidates may need to be in the Louisville or St. Louis office on occasion depending on where they live. Should be drivable distance from either office.

What You'll Do

• Perform as the first line of defense on 24/7 support team to take appropriate action toward resolving system and network problems as they occur.

• Investigate and respond to system and network issues while minimizing impact on customer service.

• Follow processes and procedures to escalate issues as required in 24/7 support environment. Issues service interruption reports to the Executive Level Leadership Team and agencies as required. Achievement of objectives is generally measured by product up time.

• Work closely with Network Engineers, Product Development, and Implementation to ensure network integrity and reliability.

• Database analysis tools.

• Customer service role supporting Windows or Linux based applications.

What experience you need

• Computer Sciences degree or 1–3 years’ equivalent experience working within a Network Operations Center.

What could set you apart

• Experience troubleshooting application processes.

• Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations.

• Work well under pressure with differing levels of Management.

• Excellent verbal and written communication skills.

• Strong analytical/problem solving skills.

• Support Center/Call Center experience preferred.

• Network+, A+, Linux CentOS 7, AWS Cloud Practitioner, CompTIA Security+ and/or ITIL v4/ITSM, customer service experience.

• Experience with SQL, Oracle, Linux, basic networking.

#LI-ES1

#LI-Hybrid

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Primary Location:

USA-KY-Louisville USA-St. Louis-Lackland

Function:

Function - Tech Engineering and Service Ops

Schedule:

Full time