Description
Peak Resource Group's direct client needs a Unix or Linux NOC Support Candidate to add to their team in their Duluth area facility.
This is TIER TWO support helping to diagnose or understand issues with a Unix or Linux Product. You will be taking calls (this is NOT high volume support) from engineers at their client sites - helping to understand, ask appropriate questions and escalate to engineers when needed.
Please send Resume ASAP.
NO phone calls please.
Department: Customer Support Software, Global Operations
Position Reports to: Team Lead/Shift Supervisor or NOC Manager
Position Description:
The Support Analyst works in the Network Operations Center (NOC) to answer all incoming emails, phone calls and creation of tickets.
The major areas of responsibility are:
- Answering all phone calls and emails;
- Open and update tickets in the ticketing system;
- Ask UNIX related questions to help diagnose system issues while also obtaining enough technical depth to relay to more senior engineers on staff.
- Work to obtain updates from engineers working tickets
- Stay updated on all new Service Desk and NOC policies and procedures.
- Regularly update customers on the status of open/in process tickets;
- Maintain commitments to Service Level Agreements SLAs;
- Maintain commitments to Mean Time to Resolution targets MTTR;
- Work to continuously improve the customer satisfaction index CSI;
- Work within defined shift;
- Other tasks as deemed necessary by management;
Primary Objectives:
- Answer all inbound phone calls as they come in, prior to 5 min.
- Respond to all emails prior to 30 min from time of receipt.
- Hand off all ticket requests to the appropriate levels depending on severity (T1, T2)
- Obtain regular updates every 30 minutes from engineers on ALL critical outages and escalations
- Send outage notifications/updates
- Ensure proper escalation paths are followed from Service desk to other areas within the NOC and that ALL tickets are updated regularly as well as the distributions for that particular customer are updated as well.
Required Skills:
Excellent and oral written communication skills. (Outlook, Customer Service Phone experience)
Strong attention to detail.
UNIX understanding or prior experience in a similar role.
Ability to multi-task and handle multiple emails/phone calls
Excellent Customer Service personality
Thanks and Make It A Great Day!
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