Location: Cape Town
URL: http://www.quickstartglobal.com
Description:
Join one of the world’s top 5 hosting providers.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
• Monitor and troubleshoot customer servers and applications outages using all monitoring tools provided on site such as Hypeerion, NMS, etc etc.
• Create tickets using Fusion and take appropriate actions as per guidelines;
• Work with internal and external customers to resolve service and performance issues to meet MTTR and SLA requirements.
• Create and manage customer tickets by recording details of events in the Fusion ticketing system, keeping the customer up-to-date on problem resolution.
• Work closely with Level 2 System Administrators to obtain or to provide assistance with network problems.
• Escalate level 2 issues to higher levels System Administrators within the support team as required.
• Tracking of repeat alerts to identify larger issues
• Maintains all monitoring queues including clearing resolved alert tickets, ticket updates, and handling customer responses.
• Handles NULL ROUTE, and DDOS Related contact and ticketing
• Handles AlertLogic IDS communications, conference calls, and escalations.
MINIMUM QUALIFICATIONS:
• 1 year experience working in a network operations center, call center or support environment.
• Must possess ability to troubleshoot problems by following procedures, work under pressure. and respond quickly in a crisis-centered, business-critical environment. Should enjoy working on a problem and seeing it to resolution.
• Understanding of IP network concepts such as IP addresses, routers, switches, LAN/WAN and basic IP tools such as ping, telnet and traceroute.
• 1 year Experience and understanding of UNIX and Windows file system and structure is a plus.
• Desire and motivation to learn and ability to advance skill level.
• Superior customer service skills.
• Excellent communication skills, both verbal and written English.
• Evening, Weekend, and Holiday scheduling required.
• Flexibility to rotate between different shifts and work additional shifts on short notice.
• Strong Oral and Written communications skills.
• Strong Organizational, prioritization, and multi-tasking skills.
• Excellent phone etiquette and presence.
Exceptional service that gets noticed!
Apply to this job
URL: http://www.quickstartglobal.com
Description:
Join one of the world’s top 5 hosting providers.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
• Monitor and troubleshoot customer servers and applications outages using all monitoring tools provided on site such as Hypeerion, NMS, etc etc.
• Create tickets using Fusion and take appropriate actions as per guidelines;
• Work with internal and external customers to resolve service and performance issues to meet MTTR and SLA requirements.
• Create and manage customer tickets by recording details of events in the Fusion ticketing system, keeping the customer up-to-date on problem resolution.
• Work closely with Level 2 System Administrators to obtain or to provide assistance with network problems.
• Escalate level 2 issues to higher levels System Administrators within the support team as required.
• Tracking of repeat alerts to identify larger issues
• Maintains all monitoring queues including clearing resolved alert tickets, ticket updates, and handling customer responses.
• Handles NULL ROUTE, and DDOS Related contact and ticketing
• Handles AlertLogic IDS communications, conference calls, and escalations.
MINIMUM QUALIFICATIONS:
• 1 year experience working in a network operations center, call center or support environment.
• Must possess ability to troubleshoot problems by following procedures, work under pressure. and respond quickly in a crisis-centered, business-critical environment. Should enjoy working on a problem and seeing it to resolution.
• Understanding of IP network concepts such as IP addresses, routers, switches, LAN/WAN and basic IP tools such as ping, telnet and traceroute.
• 1 year Experience and understanding of UNIX and Windows file system and structure is a plus.
• Desire and motivation to learn and ability to advance skill level.
• Superior customer service skills.
• Excellent communication skills, both verbal and written English.
• Evening, Weekend, and Holiday scheduling required.
• Flexibility to rotate between different shifts and work additional shifts on short notice.
• Strong Oral and Written communications skills.
• Strong Organizational, prioritization, and multi-tasking skills.
• Excellent phone etiquette and presence.
Exceptional service that gets noticed!
Apply to this job