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Technician III (SES03)
Ref No.: 18-00308
Location: Atlanta, Georgia
Start Date / End Date: 02/05/2018 to 08/10/2018
Mandatory Tasks - Obtains diagnostic data to assist in the investigation and resolution of problems. Matches unresolved incidents against existing problems, known errors and other incidents. Ensures that incidents and problems in systems and services are fully documented within the configuration management defect/problem reporting system.

Classifies and prioritizes unresolved incidents. Initiates and co-ordinates investigations to Client root causes, and progresses the implementation of remedial action. Ensures that investigations are fully documented, to facilitate the optimum implementation of remedies.

Ensures that existing problems and known errors in systems and services being brought into operation are understood and managed in the same way as those arising from operational incidents. Ensures that the requirements of agreed internal and/or external levels of service are met.

Keeps relevant staff informed of the status of systems and services, by producing reports/registers on defect/problem reporting data extracted from the configuration management system. Ensures that agreed actions relating to problem investigation and clearance are taken within the allotted timescales.

Assists in the analysis of incidents and problems to show trends and potential problem areas, so that action can be taken to minimize the occurrence of incidents and to improve the process of problem reporting, analysis and clearance. Monitors plans and actions to investigate and resolve incidents and problems, including any suppliers and specialists involved, and contributes to problem management policy decisions