SRA Staffing - SRA Group
Experience and Skill Set Requirements
Core Skills and Experience – 80 points
5-9 years of experience in:
· Tier 1 business help desk and service/incident management support experience
· Co-ordinating communication, collection and storage of active reports for analysis
· Tracking reported problem, issue, or system failure using automatic incident management system and providing report daily
· Creating ad-hoc reports and running routine reports in production and non-production environments – directly and through other partners
· Preparing technical documentation for product end users
· Automated incident management systems, logging calls, and provide resolution in a timely and efficient manner
· Support for complex problems or issues and escalating as appropriate or following escalation process
· Experience with information retrieval packages, one or more communications protocols, one or more operation systems and hardware platforms
· Experience with middleware and gateways.