Job description:
1. Email and phone technical support customer entry point.
2. Permanent surveillance of network, systems, and security components monitored by the NOC tools.
3. Acknowledgement of alarms raised at the NOC and first level technical support/problem resolution on all Data Center products/solutions following precise/written operations procedures and/or technical escalation to higher levels.
4. Remote eyes and hands and scheduled Level 1 tasks.
5. Customer escort during site visits.
6. Trouble ticketing ownership: authenticate customer, open, update, own and close tickets. Customer notifications when an incident occurs as per the applicable SLA.
7. Statistics gathering and assistance in customers, management and on-demand reporting.
8. Assist in project implementation (Cabling, IP configurations, racking, etc.)
9. Procedures feedback and initiation.
10. Work in 24x7 shift schedule.
