About the Position:
The NOC Escalation Technician will be responsible for working end user tickets from our outsourced partners to identify and resolve all end user issues. The help desk escalation specialist will also be responsible for documenting and tracking all troubleshooting completed within the ticketing system and recognizing and resolving larger network issues
Responsibilities:
- Ensure a knowledgeable, consistent, and premium level experience for our customers
- Troubleshoot problems, answer questions, teach or instruct customers regarding the various questions/problems they present
- Review customer support escalations and resolve or escalate to appropriate NOC departments
- Update tickets with appropriate troubleshooting steps completed
- Close tickets with resolution entered upon completion of the job
- Follow appropriate additional escalation procedures
- Determine the most effective manner to resolve guest/resident technical issues. Engage in research and in-depth troubleshooting to resolve technical issues
- Consult with Help Desk leader when necessary
- Track emerging trends within resident/guest escalations and work with SGL’s/other departments towards resolution
- Daily updates to guests/residents on unresolved issues
- Call guests/residents once resolved to ensure problem is resolved and guest satisfaction
- Call Guests/residents when network issues are resolved
- Call guests/residents when there is a site complaint
- Review Survey results and tickets daily and call guests to confirm issues are resolved and guest satisfaction
- Answer questions/concerns from outsource partner on policy, process and network issues
- Participate in additional training to increase knowledge and be able to assist with more complex issues
- Resolve escalated Level 1 guest tickets in a timely manner
- Grow your knowledge of Help Desk procedures and services
- Identify and escalate situations requiring urgent attention
- Responsible for making correct configurations on access points, switches and gateways
- Drive the SD culture of continuous learning and developing and protecting our credibility
- Drive internal and external problem resolution, client relationship management and reporting.
- Comply with policies on further communication with external customers on unresolved issues
- Monitor ticket queue, document and track all troubleshooting completed within the ticketing system, further troubleshoot unresolved issues, escalate larger network issues
- Ability to work independently and in a team setting
- Ability to multitask and successfully prioritize workload
- Able to work with customers via phone, text and/or email
- Good work habits under pressure.
- Respond to all internal and external emails in a timely manner
- Team lead for internal and outsource partners
- Additional tasks as assigned by Manager
Requirements
· Associates degree or relevant experience preferred
· Minimum of two years networking experience required
· Must have demonstrated skills of leadership, collaboration and diplomacy
· Excellent customer service, computer and interpersonal skills required
· Excellent computer-based, telephonic, verbal and written communication skills
· Organizational skills
· Exceptional and demonstrable customer service skills
· Ability to multi-task and successfully prioritize workload
· Excellent problem solving and decision-making skills
· Willingness and ability to work in a fast-paced working environment over an extended period of time
· Flexibility in scheduling to regularly include 1st, 2nd shift
· Proficient in Word, Excel and Outlook
· Knowledge of Networking protocols
· Previous experience in a related job field a plus
This position requires a highly-motivated individual willing to work as part of a team in an exciting, fast-paced environment. Providing excellent customer service and maintaining a high level of professionalism at all times is expected. A proven track record of punctual and consistent attendance must be provided. Flexibility in scheduling is a must; evenings and weekends.