NOC Technician I - Graveyard Shift
About The Position
Csquare is a global data center leader in retail colocation and interconnection services. The company operates a footprint of 72 data centers in 29 markets around the world, providing services to more than 2,300 leading enterprises, service providers, and U.S. federal government agencies. Csquare brings proven operational excellence, global scale, flexibility, and customer-focused innovation together to provide a comprehensive portfolio of data center and interconnection solutions. This is an entry-level opportunity for someone looking to enter the IT space. Our customer service team is expanding to include more level 1 network and security tasks. Basic networking and operating system knowledge is preferred but experience in the field is not required. The Level 1 NOC Technician functions as the central point of contact for Csquare, interfacing directly with customers, 3rd party vendors and internal resources to ensure a superior customer experience in a 24/7/365 inbound call center environment. The technician is responsible for proactive monitoring, escalation/resolution of issues, processing requests from both customers and internal clients, and rapid isolation and restoration of issues related to a diverse customer base with an ITIL service management focus. This is an office-based position.
Requirements
- Exceptional customer service skills.
- Excellent oral and written communication skills.
- Skilled in MS Office, primarily Word, Excel, Outlook and PowerPoint.
- Must work well in a team environment.
- Ability to consistently multi-task.
- Must be a rapid learner, with the ability to quickly adapt to procedural changes, added job responsibilities, and emerging technologies.
- General network knowledge.
- Understand the basic fundamentals of switching and routing.
- General knowledge of Windows or Linux.
Nice To Haves
- Relevant post-secondary education or industry-related training a plus.
- Network certifications are a plus.
- Any advanced networking knowledge is a plus.
- Linux+ or MSA Certification a plus.
Responsibilities
- Monitor alert consoles for multiple types of technologies including infrastructure, network, server and application platforms.
- Deliver superior customer service through professional, comprehensive, and timely communication for requests, changes, and incidents.
- Monitor and respond to customer emails requesting assistance with data center activities impacting their operating environments/hosting infrastructure.
- Identify, escalate, and resolve tickets according to procedural documentation and training.
- Process customer requests submitted through the Csquare customer portal.
- Assist/guide customers in how to use the Csquare customer portal.
- Work incoming call queues and meet established production metrics.
- Ensure all infrastructure, network, and customer environments are operational using network/system monitoring and automated email alerts.
- Level 1 network troubleshooting.
- Provide and obtain timely updates to/from relevant parties (internal and external).
- Must be able to work all shifts in a 24/7/365 environment.
- Perform additional/other duties as assigned.
Benefits
- Csquare is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
