Technical Support Operations Engineer

Company Name:
Confidential
Operations Engineers provide 24/7 coverage of Clients Network Operations Center. This team of engineers plays a fundamental role in ensuring we meet or exceed the expectations of all clients as defined in our service level agreements. They collaborate with coworkers to research problems and find solutions or escalate to the appropriate engineers.

Responsibilities
Monitor clients networks, systems, and dedicated Internet connections using a wide variety of tools within the consolidated 24x7x365 Network Operations Center.
Prioritize and perform triage on network and system trouble
tickets
.
Assist in the identification, troubleshooting, and resolution of issues where possible.
Escalate to and work with senior engineers when necessary.
Provide alert response as well as email and telephone technical support for data center and managed
services
clients.
Take ownership of the incident/request and drive it to resolution.
Document and track troubleshooting steps and incident solutions and support requests.
Keep clients informed throughout the process and follow up with them to ensure satisfactory resolution.
Coordinate with coworkers to balance the workload and keep them apprised of open issues.
Work closely with service account managers and situation managers to ensure clients business needs are met.
Guide and mentor less experienced teammates by providing technical support, training, and direction.
Perform any project work as assigned.

Qualifications
Bachelors degree in
computer
Science, Engineering, Telecommunications, or related discipline, OR
Associates degree in a computer-related field, plus one year of experience in a relevant technical role, OR
Minimum of two years experience in a technical support or systems administration role maintaining high service levels in a demanding environment.
Working knowledge of basic network concepts, terminology, and troubleshooting.
Working knowledge of Windows operating systems, basic administration, and troubleshooting.
Some knowledge of UNIX/Linux or other command-line-driven systems a plus.
Strong technical aptitude including excellent troubleshooting skills.
Exceptional verbal and written communication skills for client interaction and ticket documentation.
Ability to coordinate effectively with other team members.
Ability to prioritize and manage time on multiple tasks simultaneously within strict timelines.
Strong attention to detail.
Must be able to work independently and as part of a team


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