The Team: Morningstar`s global 24x7 team is responsible for monitoring all of Morningstar`s products and technical infrastructure. The team also ensures that we are meeting our Service Level Agreements with our customers and that our technology is highly available and performing to our standards.
The Role: We`re looking for a highly motivated individual who will provide quality support to both external and internal customers. The ideal candidate will thrive on technical challenges, have excellent problem solving skills, and enjoy communicating with both technical and non-technical individuals alike. The position is based in our Chicago office.
+ Provide telephone and email support to both internal and external customers.
+ Monitor and respond to alerts and events from software systems, inbound calls, or emails.
+ Troubleshoot technical issues with applications, websites, and infrastructure.
+ Communicate and escalate technical issues to 2nd, 3rd level support and beyond to stakeholders.
+ Log issues and follow associated processes to ensure consistently excellent service and tracking of problems and their resolutions.
+ Routine operational maintenance to ensure the availability of infrastructure and products.
+ Configuration of monitoring tools and documentation of operational procedures.
+ Work rotating shifts to assist in providing 24x7x365 coverage for Morningstar`s products.
+ A bachelor`s degree in computer science or similar and/or 1-3 years IT support experience in an infrastructure or application centric environment.
+ Software development experience or skills is a plus.
+ An understanding of or exposure to ITIL or ITSM monitoring or ticketing systems or other products.
+ Microsoft Windows Server management or Linux (CentOS) systems administration.
+ Understanding of complex software systems (Web applications, Database systems, Internet protocols, etc).
+ Awareness of IT Infrastructure devices such as servers, switches, routers, firewalls, and load balancers.
+ Strong communication and troubleshooting skills.
+ Excellent customer support skills.
+ Strong organizational and teamwork skills.
Morningstar is an equal opportunity employer.