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 ONE support helping to diagnose or understand issues with a UNIX or Linux Product. You MUST have UNIX or LINUX experience.
Current opening is for THIRD shift. If you cannot work this shift, please do not apply. We need an Atlanta area local candidate.
Department: Customer Support Software, Global Operations
Position Reports to: 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:
Accept Trouble tickets from Service Desk;
Ask UNIX related questions to help diagnose system issues while also obtaining enough technical depth to relay to
more senior engineers on staff.
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; Third Shift - WED-SAT
Other tasks as deemed necessary by management;
Primary Objectives:
Accept escalations for UNIX related issues from Service Desk.
Ask technical questions and help to diagnose client issues.
Escalate problems that require higher level engineering support.
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)
UNIX or LINUX support experience.
Prior role as NOC or UNIX systems support
Ability to multi-task and handle multiple emails/phone calls
Excellent Customer Service personality
Please send your resume to the following email address to apply!
Make It A Great Day!