Apex Systems is a division of ASGN Incorporated, the 2nd largest IT and 3rd largest Clinical and Scientific staffing firm in the U.S. Apex earned Inavero’s Best of Staffing® Client Diamond Award and Best of Staffing Talent Award for providing superior service to our clients and job seekers. Apex Systems provides organizations with scalable IT staffing and talent management services. We complement our staffing solutions with deliverable-based consulting services that enables us to help organizations drive better business performance. We serve Fortune 500, mid-market, and emerging companies in all major industries, including financial services, business services, consumer industrials, technology, healthcare, government services, and communications. With over 70+ locations, more than 1,000 recruiters and account managers as well as a candidate pipeline of more than 5 million throughout North America, we are equipped to serve our clients wherever needed.
- Monitor queue assigned to you and emails from your customers
- Merge incidents to create master incident
- Handle T1 responsibilities or stand-in when T1 not available (limited staffing) or asked for stand-in
- CTIOS logged in and ready
- Move incidents in progress
- Resolve incidents in a queue P4/P3/P2 and assigned to you
- Escalate to T3 if no knowledge or skills or bandwidth
- Accept escalation from T1, to be assigned to ticket
- Can be shift lead or stand-in + take appropriate whiteboard actions
- Maintain schedule of shift
- Deliver written procedure to L1 for P2/P3/P4 resolution (top talkers, work procedures)
- Train T1 and T2 and shadowing sessions
- Escalate S1/P1 to T3
- Call TAC P1/P2 + drive and maintain TAC
- Support Change Management process
- Handover
- Input for toolsets optimization - to T3
- Input for Problem Management (Collect information for problem tickets and do initial analysis) to T2/T3, PBI updates, help T3 in Problem Tickets
- Produce and verify Knowledge Articles for all customers - minimum 4 per year
- Participate in weekly case review sessions and shift lead meetings
- Access checks (tools, devices, etc.)
- Crisp handover of incidents to other engineers
- Provide inputs to weekly and monthly exit causes analysis
- Reporting
Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 2-5 years related experience. CCIE desired.
