IOC Technician (Second Shift)

As a leading bank, SouthState has been providing financial solutions to individuals, families, and businesses for more than 100 years.

SouthState team members strive to create remarkable experiences while building meaningful and lasting relationships. We are proud to be a reflection of the communities we serve, and our team members share core values that make SouthState a great place to bank, and a great place to work.

SUMMARY/OBJECTIVES

The IOC Technician is responsible for the monitoring of South State's IT infrastructure to include identification, analysis and resolution of service impacting events. Services affecting incidents include but not limited to Network, VMware, Unix, Windows, Database and Application Services. Follow-up on all severity issues through service restoration for Servers, Switches, Network Systems, including Circuits, Cloud services, LAN/WAN Systems, Firewalls, Application Services. The IOC Technician assists in creating and reviewing documentation to support troubleshooting efforts. The IOC Technician ensures that the incident tickets are correctly routed to platform teams for escalated support in a timely manner. The IOC Technician will support Major Incidents. Hours for this position are 5:00pm to 1:00am.

ESSENTIAL FUNCTIONS

• Monitor and respond to all site impacting events which can include equipment failure, power outages, service outages and service degradation resolving 75% without escalation.
• Communicate with appropriate business and IT teams of outage events.
• Work with service providers to escalate all issues for rapid resolution following procedures.
• Respond to system outages and take correct actions to resolved.
• Manage Major Incidents to resolution by communicating, informing, and managing team efforts.
• Ensure ticket is updated with visual output from testing steps and SLAs are met
• Ensure detailed resolution steps are documented in each incident to help with quickly resolving future similar incidents.
• Participate in an on-call rotation for escalating after hours outages.
• Work with Field Services management to dispatch technicians for remote site repairs and troubleshooting
• Work with customers and coworkers in a calm and professional manner even during stressful times
• Treat all customer-impacting events with a high level of priority.
• Providing feedback to the IOC manager and teammates on improving team processes
• Assist, maintain ongoing modifications, and adhere to procedures defined in the troubleshooting guide (KB)
• Fulfill new monitoring requests, perform daily monitoring health checks, and drive active alerting to resolution.
• Provide comprehensive handover to peers at the end of shift as required.
• Assist with coordination and planning of projects assigned to the IOC team.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES

• Excellent communication skills to include:
  • Being able to explain highly technical issues to a non-technical audience.
  • Regularly communicating updates to management or other interested parties
  • Sharing technical knowledge and experience with teammates in a clear and concise way to help resolve issues that you are experienced in
• Document issue resolution in incidents concisely as to help someone else to be able to quickly resolve similar incidents.
• Troubleshooting skills including the ability to ask detailed questions to help get to the root of a problem and/or providing additional information to escalation teams.

Qualifications, Education, and Certification Requirements

• Education:
  • Computer Science Degree or equivalent experience
• Experience:
  • 3 - 4 years in a customer service environment
  • 3 - 4 years with the following technologies
    • TCP/IP based networks
    • Understanding subnetting, routing and switching principles
    • Troubleshooting layer 2 and layer 3 issues including spanning-tree, bgp and static routes
    • Creating and troubleshooting Cisco switch and router configurations
    • Understanding basic security concepts including acl's, stateful firewall behavior and NAT
    • Ticketing systems, Service Now is a plus.
    • SolarWinds Orion NPM
    • Cisco ISE (Identity Solutions Engine)
    • Microsoft Office products including Word and Excel
    • Experience with Microsoft Servers
    • Experience with Active Directory
    • Experience with or desire to learn VMware and virtual environments.
    • Awareness of performance monitoring
    • Desire to work with cross functional groups involving operations, engineering, security, development, networking and business units.

TRAINING REQUIREMENTS/CLASSES

Required annual compliance training.

Technical training as required.

Cisco CCNA or CCNP beneficial

PHYSICAL DEMANDS

Must be able to stand and/or sit for long periods of time. Must be able to effectively access and interpret information on computer screens, documents, and reports.

WORK ENVIRONMENT

Telecommuting roles no matter if hybrid or 100% full time telecommuting must have a secure home office environment that is free from background noise and distractions. They must also have a reliable private internet connection that is not supplied by use of cellular data (hot spot). Cable or fiber connections are preferred. Requirements are subject to change, as new systems and technology are delivered. Travel may be required to come to meetings as needed.