Tech Support Analyst III

When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise. We are significantly growing our Engineering and IT teams in Brazil and are focused on finding talent for various financial technology (Fintech) engineering, database, development, and testing teams. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future. We anticipate developing future leaders for our teams in Brazil Benefits include health and dental insurance, meal and restaurant vouchers, fixed monthly stipend for internet and mobile expenses, InComm hardware/software, and annual bonuses All positions are CLT. About This Opportunity The IT Technical Support Analyst III position provides tier III level support for InComm’s IT Operations Center and core transaction processing platform. IT Operations Center Analysts are responsible for monitoring and assessing potential issues relating to critical IT applications, systems and devices. The IT Technical Support Analyst III will monitor all incoming alerts using various tools and perform actions based on predefined instructions. This position includes performing 1st and 2nd level troubleshooting, manual alert correlation, and resolving issues as required. Team members are expected to monitor and triage production incidents, providing feedback and support throughout the incident lifecycle. Personnel work directly with architecture, infrastructure, application and operational support teams to provide support of day to day maintenance activities such as certificate renewals, network configuration changes, patching, software deployments, etc. Please note this is a 24/7 support environment and will cover one of several shifts including covering one day on the weekend (either Sun-Thurs or Tues-Sat). General hours listed below: 1st Shift: 6 am - 2 pm est, 2nd Shift: 2 pm - 10 pm est, 3rd Shift: 10 pm - 6 am est. CLT. Fully Remote in Brazil. Benefits include health and dental insurance, meal and restaurant vouchers, fixed monthly stipend for internet and mobile expenses, InComm hardware/software, and annual bonuses Responsibilities Monitor key alerts and notifications and drive response and resolution. Participates in the ongoing process of investigating, troubleshooting, and providing resolution to technical issues in a 24x7x365 environment. Quickly develop a comprehensive understanding of the applications and infrastructure within the environment and how they impact employees, partners or customers. Stay informed of production changes that could affect functionality and alerting. Ability to coordinate across teams, working closely with peers to ensure the appropriate focus and sense of urgency is applied to all issues. Accurately troubleshoot, reproduce and document issues and other pertinent information in Incident or Problem tickets. Create and maintain knowledge base article content. Document all problems & issues encountered during the shift and prepare shift turnover document. Handle incident ticket queue and routing of tickets to appropriate support teams. Handle ad hoc requests and take on new procedures as required. Create and maintain team automation and misc. scripts. Identification and execution of monitoring or automation improvements. Assists in other areas of the department and company as necessary. Ability to review network, and system event, and application logs to discern state changes of the environment. Perform routine ticket management and escalations to drive problems to final resolution. Use combination of various tools to correlate multiple faults and/or system presented data into defined events. May provide leadership, coaching, or mentoring to junior level team members. Qualifications 4-6 years of technical experience in a similar environment reviewing, analyzing, and evaluating the operation of IT systems. Bachelor's degree in CIS, MIS, ideal or must have related field or work experience. Splunk certifications preferred. VMware certifications preferred. Network+ or A+ certification preferred. Basic coding or scripting knowledge such as PowerShell, Python, JavaScript, HTML/CSS preferred. Understanding of TCP/IP and the OSI model. Intermediate to advanced understanding of Unix/Linux OS. Strong written and verbal communication skills. Ability to multitask and prioritize work in a fast-paced environment. Can handle complex issues and problems with little to no supervisor involvement. Analytical thinking skills and detail oriented. InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law. #J-18808-Ljbffr