Technical Analyst 2-Support
Guadalajara/Zapopan, Mexico
hace 7 horas

Preferred Qualifications

Experience Required

A candidate should have 2-3 years network experience. 1 to 2 years of OS (Solaris, Window.,etc), 1-2 years NOC experience. A successful candidate should have attention to detail, will handle 80% of escalations that are sent from Tier 1.

Main Responsibilities

  • Provide customer service and support for a global remote managed services delivery team

  • Must be able to work on and expedite various escalations from Tier 1 as well perform follow-up customer service by documenting all actions in the Customer incident ticket

  • Document in a knowledge-base all steps taken to resolve this incident which will then be used by tier 1 staff for future remediation of incidents. The candidate must be able to focus on accuracy to resolve challenging issues within time constraints

  • Be able to work cooperatively with Tier 3 engineers to both analyze and document all remediation actions

  • Responsibilities will include serving as first escalation point for Tier 1 ControlCenter analysts for any customer incident identified during that work schedule

  • Escalation may include O/S( UNIX and Windows), application as well Network incidents

  • The Candidate should also be able to perform with some assistance from Tier 3 the following Customer Change Management requests: Patch installs , application installs , monitoring configuration changes as well as router, OS upgrades and system reboots

  • Additional tasks may include preparation work for service reviews, identifying and gathering information for specific customer problems . Gathering information in event management to be used to adjust event thresholds and identify performance degrading trends.

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