Your Responsibilities
- Respond to monitoring alerts and customer initiated tickets
- Troubleshoot and find resolutions to complex technical problems
- Escalate all Critical/High issues to designate support team within SLA guidelines
- Document, track and monitor the problem to ensure timely resolution
- Demonstrate an excellent Customer Service Skills and Attitude
- Provide reliable technical support
- Monitor internal platforms utilizing monitoring tools
- Strictly manage assigned schedules such as maintenance window
- Consistently access and read all NOC communications including shift email, incident tickets, installation information and technical documentation to keep updated on operational activities
- Ensure all test environments and production servers are operational within the specifications set forth by the owner department and/or service level agreement
- Consistently follow documented procedures and guidelines related to monitoring systems and platforms
- Understand how systems and platforms operate and interact
- Interface with users, other teams and service providers to resolve problems, perform day to day operational tasks
- Maintain equipment inventory records and infrastructure topology documentation
- Occasionally required to perform shift work and/or may be required for on-call coverage and/or after-hours support
Minimum Qualifications:
- Good knowledge with Networking equipment (configuration, troubleshooting, maintenance)
- Knowledge of Windows systems
- Self-motivated, proactive, able to work under stressful conditions
- Ability to multitask and prioritize
- Good communication skills (English) and capacity to work in a team environment
Considered an Asset:
- 1-2 year of related work experience
- Knowledge of Windows Server technologies
- Experience with database systems
Job Type: Full-time
Salary: $43,680.00-$52,000.00 per year
Benefits:
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
Work Location: In person
