New

Tier 1 Technical Support

TEKsystems
$24.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Kansas, Overland Park
Jul 06, 2025
Working 100% onsite in Overland Park KS Top Skills - Must Haves * incident management * ITIL * monitoring tools * ServiceNow Description Monitoring & Detection Continuously observe health dashboards, logs, and alerts across network, server, container, and application layers. Validate alert accuracy (noise vs. actionable). Incident Management Create, update, and close ServiceNow incident records. Perform initial triage (log review, ping/trace, basic service restarts). Act as Incident Manager during your shift-owning SLA timelines, conference bridges, and stakeholder comms. Follow Tier 2-authored runbooks for remediation steps. Service Request Fulfillment Execute routine change, lifecycle-management (LCM), and user/service requests. Verify successful completion and update related tickets. Escalation & Collaboration Identify severity (P1-P4) and invoke established escalation matrix for critical issues. Provide clear, concise hand-offs to Tier 2/SRE/engineering teams. Communication Send real-time outage notifications, progress updates, and post-mortem summaries. Maintain shift logs and participate in daily turnover calls. Continuous Improvement Suggest alert-tuning or runbook updates to reduce noise and mean time to resolution (MTTR). Contribute to knowledge-base articles and lessons-learned documentation. Tools & Technologies You'll Use Observability Platform: Home-grown UI with ServiceNow AIOps backend ITSM: ServiceNow (Incident, Change, Problem, CMDB) Collaboration: MS Teams, Slack, Zoom, conference bridges Version Control / Docs: Confluence, SharePoint, Git (for runbooks) ** Basic Admin Utilities: SSH, Remote Desktop, SNMP tools, syslog viewers Skills incident management, ITIL, monitoring tools, Ansible, Python, ServiceNow, AIOPS, Red Hat OCP Additional Skills & Qualifications Preferred / Nice-to-Have ITIL Foundation certification. Experience with AIOps / Observability toolsets (Prometheus, Grafana, ELK, Splunk, AppDynamics, etc.). Basic scripting or automation familiarity (PowerShell, Bash, Python). Exposure to container platforms (Kubernetes, OpenShift) or cloud infrastructure (AWS, Azure, GCP). ** Previous support experience in a large telecom or carrier-grade network. Pay and Benefits The pay range for this position is $24.00 - $24.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Overland Park,KS. Application Deadline This position is anticipated to close on Jul 20, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.