Description: Network Operations Support Analysts provide 24/7 coverage of Client’s Network Operations Center (NOC). Analysts apply the necessary technical breadth to providing top level technical support services and operational leadership, including problem resolution, and technical change implementation for Managed Services clients.
Responsibilities:
Provide Intermediate Level technical services with supervision from Supervisors, Team Leads, and Technology Owners
Understand and Deliver Managed Service offerings as outlined in the Client’s Service Descriptions and Service Catalog.
Understand and follow the processes and procedures defined in the Client’s ManS Standard Operating Procedures manual (SOP).
Primarily responsible for providing top-level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreements for clients.
Provide detailed and effective communication to internal and external customers
Provide 24 X 7 support to critical systems and ensure availability objectives are met.
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, incident solutions and support requests
Understand SLAs in a production environment and proactively strive to meet the commitments.
Required Skills:
BA/BS degree in Computer Science, or related discipline, or equivalent experience acceptable.
2 years in a technical support or systems administration role maintaining high service levels in a demanding environment
Knowledge of networking, desktop support, network support required. (CCNA a big plus)
Capable of resolving critical issues in a time sensitive manner, cognizant of requisite service levels.
Strong organizational, analytical, and problem-solving skills.
Strong communication and documentation skills.
Excellence verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders, in including senior leadership.
Must have good time management skills and be able to meet rigid and urgent assignment schedules.