Tech Support Analyst III

InComm Payments is a pioneer in innovative payments technology. Founded over 30 years ago, we have grown to a team of over 3,000 employees in 35 countries with more than 400 global technical patents and a network of over 525,000 points of retail distribution that demonstrates our industry leadership.

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 focused on our people and their growth, and we work to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity and responsibility as we move toward a bright future and 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. You can learn more about InComm Payments by visiting our Website or connecting with us on LinkedIn, YouTube, Twitter, Facebook, or Instagram.

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 monitor potential issues relating to critical IT applications, systems and devices, using various tools and predefined instructions. This role performs 1st and 2nd level troubleshooting, manual alert correlation, and issue resolution as required. Team members monitor and triage production incidents, providing feedback and support throughout the incident lifecycle. Personnel work directly with architecture, infrastructure, application and operational support teams on day-to-day maintenance activities such as certificate renewals, network configuration changes, patching, and software deployments.

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

• 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.
• Coordinate across teams, working closely with peers to ensure appropriate focus and urgency on 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 scripts.
• Identify and implement monitoring or automation improvements.
• Assist in other areas of the department and company as necessary.
• Review network, system event, and application logs to discern state changes of the environment.
• Perform routine ticket management and escalate as needed to drive problems to final resolution.
• Use tools to correlate multiple faults and data into defined events.
• May provide leadership, coaching, or mentoring to junior team members.

• 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, or related field or equivalent 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.

• This position is eligible for the Employee Referral Bonus Program-Tier 3

Not Applicable

Full-time

Information Technology

Manufacturing, IT Services and IT Consulting, and Wireless Services

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