Tier One Technician
About The Position
Responds to incoming customer inquiries via phone, email and webmail within a defined timeframe. Supports initial communication and escalation to a Tier1 resource. Monitors infrastructure, alarm panels, network and customer hardware and adheres to procedures as defined. Daily operational tasks include handling all incoming phone calls from customers, Ticket creation and escalation. Essential Functions: Initial point of contact (phone/emails/webmail) for all customer inquiries Verifies all contacts against database to ensure that contact is authorized to open a trouble ticket Acknowledges all incoming email and web ticket inquiries within 15 minutes of receipt Provides superior customer service to all customers Effectively coordinates and communicates with other teams Adheres to customer-specific procedures and Service Level Agreements (SLA) Monitors all alarm conditions; follows escalation policies and procedures and SEVERITY Level processes Creates and maintains written procedures Completes shift turnover at the onset and end of each shift Monitors all sites utilizing on-line tools and systems such as LogicMonitor Responds to all Data Center alarms per policies and procedures Hours: 8pm - 8am Weekly rotation: Week 1: Thursday, Friday Saturday, Sunday Week 2: Friday, Saturday, Sunday Ability to work holidays is mandatory Ability to cover other shifts for the team as needed
Requirements
- Basic ability to identify and escalate technical issues pertaining to network and server communications.
- Strong customer service skills, technical aptitude and attention to detail.
- Ability to communicate clearly in both verbal and written form.
- Ability to understand company Severity Levels and adhere to associated escalation process and procedures.
- High level knowledge of monitoring tools and ticket management systems.
- 1-2 year of Data Center, and Server Room experience preferred.
- 1-2 year of Server or Network device experience and knowledge preferred.
- High School Diploma or equivalent required.
Nice To Haves
- General experience and knowledge of data center/ server room configurations preferred.
- Associates Degree preferred, or equivalent work experience
- MCP, MCSA, A+, NETWORK+, or equivalent preferred
Responsibilities
- Initial point of contact (phone/emails/webmail) for all customer inquiries
- Verifies all contacts against database to ensure that contact is authorized to open a trouble ticket
- Acknowledges all incoming email and web ticket inquiries within 15 minutes of receipt
- Provides superior customer service to all customers
- Effectively coordinates and communicates with other teams
- Adheres to customer-specific procedures and Service Level Agreements (SLA)
- Monitors all alarm conditions; follows escalation policies and procedures and SEVERITY Level processes
- Creates and maintains written procedures
- Completes shift turnover at the onset and end of each shift
- Monitors all sites utilizing on-line tools and systems such as LogicMonitor
- Responds to all Data Center alarms per policies and procedures
Benefits
- 1.5x OT
- 5% Annual Bonus
- 15% Shift differential for hours worked after 6pm and before 6am.
- Comprehensive health, dental, and vision insurance plans, life and disability insurance, access to mental health resources and employee assistance program.
- 401(k) retirement plan with company match.
- Generous paid time off, holidays and parental leave.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
251-500 employees
