Perform daily, weekly, monthly health checks.
Pro-actively act on events reported by various monitoring tools.
Perform initial troubleshooting and escalate internally and externally as required.
Generate, review and track trouble tickets.
Communicate directly with customers by email and telephone.
Take ownership and resolve customer incidents per set guidelines
Develop technical documentation and troubleshooting guides for operations center personnel.
Provide training to new technicians as required.
Provide ongoing communication to both customer support teams and engineering staff during time of outage or service impact.
Perform other related duties as assigned.
2+ years working in a Network Operations Center environment or in a Customer Support/Technical Support position
Knowledge of Microsoft Office Applications.
Possess a positive attitude, strong work ethic, and a desire for a variety of challenges.
Exceptional interpersonal and customer service skills with the ability to ascertain information and maintain dialogue with multiple teams as to the status of a particular issue.
Ability to effectively and calmly operate within a complex and changing environment.
Well organized with the ability to properly manage individual workload.
Solid problem-solving abilities.
Self-starter capable of working independently or in groups.
Knowledge / experience with wireless devices and applications.