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Tier 1 Hosting Analyst (99% Remote, Columbia MD Area)

Location: Columbia, MD.
Company Description:

Merkle is a leading data-driven, technology-enabled, global performance marketing agency that specializes in the delivery of unique, personalized customer experiences across platforms and devices. For more than 25 years, Fortune 1000 companies and leading nonprofit organizations have partnered with Merkle to maximize the value of their customer portfolios. The agency’s heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive people-based marketing strategies. When combined with its strength in performance, creative, and media, Merkle creates customer experiences that drive improved marketing results and shareholder value. With more than 9,600 employees globally, Merkle is headquartered in Columbia, Maryland, with over 50 locations worldwide.

Job Description:

Applicants

  • Applicants must be currently authorized to work in the U.S. on a full-time basis. No sponsorship is available for this position or work transfers.”

Location to work

  • Must live near Columbia MD (99% remote work)

Salary Range

  • $25.50 hourly, fulltime position (no bonus offered)

Work Schedule

  • Tuesday through Friday, 2pm to 12am (10 hour shifts)

Tech Stack Knowledge Required

  • Windows OS Server 2008 or higher, Linux OS, Ticketing System Experience, Triage Experience, Helpdesk Experience, VMware experience & enterprise data center concepts

Role Purpose

As a part of the team, the Tier 1 Hosting Analyst candidate partners with the Merkle business to make technology an asset for customers and employees and provide effective and timely solutions to technological issues. This individual must demonstrate the ability to thrive in a fast-paced environment, work independently, assess incidents/requests, and apply the correct level of urgency to achieve a mutually accepted solution, all while providing exemplary customer service in support of Merkle’s technology vision. The Tier 1 Hosting Analyst should have previous experience with Helpdesk support and a strong drive to learn new enterprise-class technologies.

Key Responsibilities:

  • Monitor and act on high severity incidents meeting strict SLA/OLA requirements
  • Triage server and network related incidents
  • Ensure that all requests are resolved on or before due date assigned
  • Follow incident/request management best practices
  • Provision/decommission servers following documented SOPs
  • Utilize ticketing system(s) to document issues, communicate statuses, and resolution
  • Triage and support Windows and Linux servers across physical servers, VMWare, and various Cloud platforms
  • Troubleshoot and resolve basic server hardware issues
  • Provide application support for enterprise platforms and procedures
  • Escalate issues as defined in documented escalation procedures
  • Perform server maintenance and patching both in-cycle and in response to urgent security vulnerabilities
  • Manage and monitor backup solutions
  • Continuously contribute to documentation in the Knowledge Base
  • Uphold and promote Merkle’s core values and culture
  • Other duties as assigned
Qualifications:

Measures of Success:

  • Maintain a high level of internal customer service
  • Demonstrate the ability to learn and perform troubleshooting for server hardware
  • Demonstrate the ability to work as part of a team and share knowledge with team members
  • Positive recognition as noted on Employee and Customer satisfaction surveys
  • Successfully resolve technical incidents/requests with high quality, escalating where appropriate
  • Flexibility to work non-standard work hours including nights, weekends, and holidays.

Key Skills and Experience:

  • Associates degree or higher in Information Technology, Computer Science, or related fields of study preferred
  • 1 year of Helpdesk or customer service experience strongly preferred
  • 1-3 years of experience with Information Technology and specifically with Microsoft servers, software, hardware, and various cloud products
  • A+, MCP, MCITP, Security+, Network+ Certifications preferred
  • Basic understanding of Windows (Windows Server 2008 or higher) and Linux (RHEL/CentOS) OSes
  • Basic understanding of enterprise data center concepts (server storage, networking, server administration)
  • Must be reliable related to work schedule and recurring tasks
  • Flexibility to work non-standard work hours including nights, weekends, and holidays
  • This position requires the ability to work independently with limited direct supervision
  • Exemplary etiquette with customers and the ability to effectively communicate with client teams, peers, and management
  • Possess the ability to respond effectively to sensitive inquiries and complaints
  • Able to follow documented standard procedures
  • Demonstrate analytical and problem-solving skills, and the ability to prioritize tasks efficiently
  • Demonstrate the ability to efficiently and accurately learn new skills, techniques, and responsibilities
  • Communicate clearly both orally and in writing
  • #LI-WO1

Additional Information:

Employees from diverse or underrepresented backgrounds encouraged to apply.
Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact [email protected] if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.

More Information:

Graduate Opportunities: Whether you're still studying, recently graduated or are already working and fancy a career hop, we could have a perfect opportunity for you.
Experienced Hires: Leverage your expertise, challenge the status quo and grow your career at Merkle.