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.
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.