The job below is no longer available.
Cloud Support Engineer - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Andover, MA Andover, Massachusetts |
About this job
Client Reference Code: 183425
NaviSite, is a leading worldwide provider of enterprise-class, cloud services, managed applications and managed hosting solutions. NaviSite provides a full suite of reliable and scalable solutions for organizations looking to outsource IT infrastructures and lower their capital and operational costs. Enterprise customers depend on NaviSite for customized solutions, delivered through a global footprint of state-of-the-art data centers. For more information, please visit:
Overview:
The Cloud Support Engineer is responsible for customer service and monitoring of customer equipment. This position effectively handles customer calls and e-mail, answers questions and routes issues to the appropriate groups. The NOC Specialist works heavily with monitoring tools to identify, document and pass problems quickly to our engineering staff.
Job Functions & Responsibilities:
Job Code : TWCTOP570 Operator Tier 2, NOC Nonexempt
183425BR
NaviSite, is a leading worldwide provider of enterprise-class, cloud services, managed applications and managed hosting solutions. NaviSite provides a full suite of reliable and scalable solutions for organizations looking to outsource IT infrastructures and lower their capital and operational costs. Enterprise customers depend on NaviSite for customized solutions, delivered through a global footprint of state-of-the-art data centers. For more information, please visit:
Overview:
The Cloud Support Engineer is responsible for customer service and monitoring of customer equipment. This position effectively handles customer calls and e-mail, answers questions and routes issues to the appropriate groups. The NOC Specialist works heavily with monitoring tools to identify, document and pass problems quickly to our engineering staff.
Job Functions & Responsibilities:
- Working knowledge of all NOC monitoring tools.
- Provide first level 24x7x365 escalation support for NaviSite, NaviCloud customers.
- Answer customer calls and provide high level of service.
- Assist customers to correctly identify the source of their problems and troubleshoot.
- Technical knowledge and proficiency with Windows, Unix, Linux, AIX & AS400.
- Maintain a good understanding of all NOC processes and implement them appropriately.
- Document all calls and equipment issues with a high degree of detail.
- Be alert to all NOC tools and respond quickly to the events they generate.
- Use a variety of tools (nslookup, ping, traceroute, browser, etc) to quickly verify reported events.
- Use remote administration software (Terminal server, Remote desktop, Telnet, etc) to verify and correct reported events.
- Monitor all production networks, servers, applications and services through a centralized monitoring console
- Excellent analytical, problem-solving and technical troubleshooting skills.
- Strong verbal and written communication skills; ability to remain composed and professional in stressful, high pressure situations.
- Experience on ITIL and Service Management concepts primarily Change, Incident and Event management
Job Code : TWCTOP570 Operator Tier 2, NOC Nonexempt
183425BR
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