About the Position:
Daily duties and responsibilities include: Acting as a technical and operational escalation point for a team of NOC Help Desk agents, ensuring prompt resolution or escalation of any and all tickets.
The Noc Monitoring Specialist position also has the following responsibilities:
- Ensure a knowledgeable, consistent, and positive experience for our customers
- Assist in answering general inquiries from NOC Help Desk techs
- Assist in training and development of new and existing NOC Help Desk techs
- Act as second level of supervision and assist with general daily activity within the Monitoring i.e.. Monitor call queues and ensure techs focused on next call, utilizing idle time for beneficial purposes, and monitor ticket queue and assist with resolving existing tickets
- Assist in resolving tickets from the Monitoring team that require a call back to the customer and assist in device troubleshooting
- Participate in additional training to increase knowledge and be able to assist with more complex issues
- Assist with assigning escalated guest tickets based upon problem description and tech ability. Resolve more complex escalated guest tickets and if unable engage engineer for resolution
- Maintain knowledge of problematic sites and use that knowledge to facilitate quick resolution or escalation of any outage
- Act as a technical adviser and escalation point for all members of the Help Desk team as they work to resolve tickets
- Participate in the daily Monitoring briefings
- In the absence of a supervisor:
- Ensure the proper parties receive an outage notification
- Be aware of each outage and consolidate tickets whenever possible
- Facilitate the movement of Severity 1/2 tickets following protocol
- Ensure the team quickly identifies severity 1/2 outages
- Motivate and drive the team to maintain the following KPI’s
- All tickets updated every 24 hours
- 0 tickets older than 5 days
- This position does not require hiring, firing, or performance management of any employee
Requirements
- Completion of all training modules
- Knowledge of basic Networking protocols.
- Previous education in Network Management 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 a must; evenings and weekends.