Tier I Technician
Raleigh
Primary Accountability/Responsibility:
The Tier 1 Support Technician is charged with providing Tier 1 level customer technical assistance and account support at the 24x7x365 Central Network Operations Center. Responsibilities include customer support, initial troubleshooting, incident escalation, managing the ticket life cycle, and owning internal and external customer communication.
Job Accountability/Responsibility:
- Work with the ticketing system, be the customer liaison for Tier 2, and be the main contact for the customer throughout the ticket cycle.
- Working with a team in a NOC environment ensuring SLA’s are met in response to events and customer requests.
- Conduct customer follow up to ensure customer support requests have been completed to the customer’s satisfaction.
- Communicate and coordinate with third party Support and Network Operations Centers.
- Respond to events generated by monitoring systems, perform trouble analysis, and perform level one troubleshooting.
Requirements:
Knowledge/Skill Requirements:
- High school diploma or equivalent
- In process of obtaining a Technical degree, 2-year college degree preferred, or equivalent work experience may substitute for degree
- 1 year related work experience preferred or technical training equivalent
- Successfully complete internal training certification programs with within designated timeframes
- Must possess strong customer service attitude and interpersonal skills
- Must be reliable and punctual – critical that this position is covered at all scheduled times
- Must be available to work all shifts if coverage gaps arise
- Proven ability to work effectively and cooperatively with others as well as independently
- Demonstrated flexibility, organization, and self-motivation
- A general understanding of TCP/IP principles, DNS, user level experience with at least one Operating System and general computer system hardware setup and troubleshooting skills
- Maintain professional communications with clients at all time
- Able to multitask while effectively responding to critical severity situations
- Detail oriented with excellent written and verbal communication
- Demonstrates Hosted Solutions values
Preferred Knowledge/Skill Requirements: - Network Operations Center Experience
- Help desk experience
- Support of systems with strict SLA requirements
- Military background
- Hands-on Personal Computer experience
- Network administration/Systems Administration
- Technical account management
- Industry Certifications
- Reports to: Tier I Supervisor
- Locations: Raleigh, NC
City:
Raleigh
State:
NC
