Job Description

About Us: Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential. Overview:
In a supervised 24/7 Operations Center, executes daily processing schedules for payroll branches and Corporate business units. Monitors the Paychex network of servers, components, switches, routers, backups, and associated hardware using a variety of established software tools. Responds to system issues and alerts for defined business services. Initiates problem tickets to Enterprise Support and third level technical teams and performs documented troubleshooting steps. Responsibilities:
1. Daily Monitoring:
Utilize monitoring tools to continuously oversee Paychex applications, websites, servers (Windows & Linux), networking systems, batch jobs, backups, and business processes.
Act quickly upon detection of alerts or system anomalies.
2. Troubleshooting:
Refer to Knowledge Base (KB) articles and follow standard procedures to address alerts related to job failures, service downtimes, backup issues, and other operational incidents.
Develop and refine problem-solving skills through practical application.
3. Collaboration & Escalation Management:
Work in close collaboration with specialized teams (Network, Database, Linux, Security, Development, Automation, and Release teams).
Participate in Major Incident and escalation calls, providing updates and coordinating resolutions via ServiceNow.
4. Operations & Communication:
Provide SOC coverage, respond to emails, and handle Operations Center calls.
Raise and update tickets ranging in priorities and ensure effective communication with both on-call engineers and overnight shift teams.
5. Growth & Leadership Development:
Gain exposure to IT infrastructure, patching, hardware troubleshooting, networking, job schedulers, backups, and enterprise tools.
Train new hires, guide shifts, and manage daily workload as part of your career development towards advanced IT roles.
Why this role is a great starting point in IT:
This position offers comprehensive visibility into the workings of large enterprise systems, real-time incident management, and collaboration across IT teams. It lays a strong foundation for your IT career at Paychex, with opportunities for growth into engineering roles. Qualifications:
Qualifications:
Must Have:

• Minimum of 2 years of Linux experience or RedHat Linux certification.

Minimum of 2 years of ITIL knowledge or ITIL V4 certification.
3 years of experience in technical customer care handling.
At least 1 year of experience in ServiceNow or similar ticketing tools.
Bachelor's degree in a computer-related discipline.
Good to Have:

• Experience with Splunk dashboard operations.

Field engineering and/or asset management experience will be a plus.
Certification in CompTIA A+ Core 1 (220-1201), CompTIA Security+, CompTIA Network+ (N10-009), Oracle SQL, any cloud platform, or DevOps.
Background in automation or AI technologies. Live the Paychex Values: * Act with uncompromising integrity.

• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.

Not sure if you meet every requirement?: At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.
Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.

Skills Required