Tier One Support Specialist null

The Tier 1 support team receives incoming production incidents from clients and works directly with the client to understand and assess the impact. The Tier 1 support team facilitates initial escalation and investigation to technical teams and coordinates with 3rd party vendors where appropriate. The position is customer and technical-focused and requires an intimate understanding of IHSMARKIT products and offerings.

Duties & accountabilities

• Front line support for all IHSMarkit On-Demand internal and external clients
• Receive incoming client emails and calls and understand the reported incident
• Incident assessment, problem recreation, severity assignment, and escalation to internal or third parties
• Facilitate communication between internal and third parties during incidents
• Coordinate data center site moves
• Participate in shift rotation16x7x365 (first/second shift)
• Initiate high severity incident procedure, including proactive client communication on Sev 1 and 2 incidents
• Responsible for contacting on-call staff and ensuring technical resources are engaged in the resolution
• Transition issues to Client Incident Managers after initial assessment and client response
• Monitor application and feed processing tools and respond and escalate failures
• Trend analysis to identify patterns or repeat incidents on a high volume of incidents