Description
Job Summary
The IT Operations Technician II ensures the organization's smooth operation of IT services. The IT Operations Technician II will support their team needs by monitoring IT services, triaging and resolving incidents, managing work queues, and enabling incident-related communications. They will support the team with SLAs and continually work to improve its technical capabilities and response times and handle complex issues.
Essential Duties and Responsibilities
• Provides daily operations support and maintenance for IT Services.
• Manages War Rooms as necessary to resolve high priority incidents.
• Ensures quality of tickets and timely resolution of incidents in the Operations queue.
• Manages and appropriately processes incoming communications.
• Independently resolves and identify when escalation is required.
• Continually strives to improve skills and maintain current Stifel IT knowledge.
• Provide training to others.
• Reviews and develops knowledge articles to support the teams work.
• Collaborates with other teams on issues and project work.
• Identifies areas for improvement and provides constructive solutions.
• Applies intermediate knowledge of core IT components and protocols such as Servers, routers, switches, AD, DNS, TCP, firewalls, browsers, and web services in solving incidents.
• Other duties as assigned.
• Demonstrate a good understanding of Networking, Servers, Cloud or other IT discipline.
• Shows strong logic and problem solving skills.
• Demonstrates the ability to deliver positive outcomes in stressful situations.
• Ability to collaborate and lead a group in solving a problem.
• Understanding of industry-standard IT best practices and technologies.
• Strong customer service mindset.
• Ability to target communication to audience; technical, business, or client.
• Excellent communication skills. Education and Experience • Minimum Required: Associate Degree or equivalent work experience.
• Minimum Required: 2+ years of experience within the financial services industry and/or IT operations.
• Preferred: 3+ years of IT Operations experience in 24x7 IOC, NOC, or SOC or other IT Administration role, and customer facing IT service desk experience.
• Preferred: Advanced experience in at least on area of ITIL, DevOps, Agile, Cloud, or other Infrastructure discipline. Licenses and Credentials • Prefer ITIL and IT related certifications Systems and Technology • Proficient in Microsoft Excel, Word, PowerPoint, and Outlook.
• Preferred: Experience with Monitoring, Observability, and Log Analysis Platforms.
• Preferred: Experience in at least one scripting language.
About Stifel
Stifel is a more than 130 years old and still thinking like a start-up. We are a global wealth management and investment banking firm serious about innovation and fresh ideas. Built on a simple premise of safeguarding our clients' money as if it were our own, coined by our namesake, Herman Stifel, our success is intimately tied to our commitment to helping families, companies, and municipalities find their own success.
While our headquarters is in St. Louis, we have offices in New York, San Francisco, Baltimore, London, Frankfurt, Toronto, and more than 400 other locations. Stifel is home to approximately 9,000 individuals who are currently building their careers as financial advisors, research analysts, project managers, marketing specialists, developers, bankers, operations associates, among hundreds more. Let's talk about how you can find your place here at Stifel, where success meets success.
At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off.
Stifel is an Equal Opportunity Employer.
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