assist in the development and implementation of tools and procedures toenhance the monitoring and escalation process MAJOR JOB ACCOUNTABILITIES Network Operations Center Functions -
Provide a single point of contact for customersneeding to resolve problems with their phone or computer systems by receiving service requestsvia phone, and logging such service requests in a complete, concise manner* Determine if the service request is within the department's scope of responsibility, if so,analyze and handle the request, assisting the customer until the problem is resolved* Direct other service requests not handled by the NOC to the appropriate resources to resolvethe problem, then follow the problem until final resolution for the customer, ensuring workorders have been addressed and properly closed out* Guarantee that high levels of customer satisfaction are provided during each point of contactwith customers* Immediately notify appropriate individuals of any problems that could potentially impactproduction activities and follow escalation to keep impact minimal* Update information on service requests as necessary, and close out service requests whencustomers' problems have been resolved* Document all trouble tickets with clear, concise explanations in a timely and accurate mannerensuring adherence to department policies and procedures* Set up conference bridges for customers, both on scheduled and emergency bases, ensuringthat necessary conference bridge information is distributed to appropriate individuals in a timelymanner* Compile and generate service request management and trending reports, as requestedSystem Monitoring Performance -
Monitor various system functions and activities (e.g., EOSunits, servers, LAN, telecom, etc.) continuously for problems* Act proactively to avoid or minimize the problem's impact on production which may includeanalyzing problems in order to determine action needed to resolve problem in a timely andaccurate manner while ensuring adherence to departmental policies and procedures* Continuously suggest ways to improve monitoring of the performance of systems* Assist in the development, documentation and implementation of tools and procedures toenhance system monitoring and escalation process (e.
g., development shell scripting, C,interfacing applications, etc.)* Assist with documenting and communication of new tools, processes and procedures withdepartmental staff* Participate in activities associated with a variety of departmental projects as assignedTechnical Problem Resolution -
Research and resolve basic problems escalating to appropriatedepartmental staff any issues that may adversely impact system* Provide a single point of contact for departmental staff to ensure system issues are resolved byfollowing problem from beginning to final resolution* Continuously strive to provide accurate and timely evaluation of problems and recommendalternative solutions to supervisor* Strive to enhance the relationship with department and internal staff ensuring the highestquality, responsive service possible is providedProcess Development -
Develop new tools and procedures that are aimed toward system andcall processing maintenance* Assist in the development and implementation of tools and procedures to enhance monitoringand escalation process* Identify processes that can be automated* Assist with documenting and communication of new tool processes and procedures withdepartmental staff* Maintain the library of call processing system software configuration files and provide updatesas system conditions change* Assist with testing and installation of new programs and procedures* Monitor and control access to various sub-
systems where applicable thus providing acontrolled systemTeam Interfaces / Customer Service - Establish and maintain a professional relationship withinternal / external customers, team members and department contacts* Cooperate with team members to meet goals or complete tasks* Provide quality customer service that exceeds customer expectations and improves level ofservice being provided* Treat all internal / external customers, team members and department contacts withdignity / respect* Escalate to supervisor any situation outside the employee's control that could adversely impactthe services being providedRelated Duties as Assigned -
The job description documents the general nature and level of work but is not intended to be acomprehensive list of all activities, duties, and responsibilities required of job incumbents* Consequently, job incumbents may be asked to perform other duties as required* Also note, that reasonable accommodations may be made to enable individuals with disabilitiesto perform the functions outlined above* Please contact your local Employee Relations representative to request a review of any suchaccommodations
MINIMUM QUALIFICATIONS Applicant for this job will be expected to meet the following minimum qualifications.Education* High school diploma or equivelent required* Degree from an accredited college or university preferred.
Equivalent work experience in asimilar position may be substituted for educational requirementsExperience* Minimum one year experience in a network operations or technical support environmentrequired* Minimum one year Unix experience preferredTechnical* Knowledge of Linux / Unix or Windows operating systems preferred* Knowledge of PC / LAN environments preferred* Knowledge Avaya and / or Novell Netware preferred* Unix, shell scripting, C, Windows systems preferred* Monitoring systems (e.
g. Insight Manager, CA Unicenter, etc.) preferredOther* Intermediate knowledge of Word, Excel Access and Outlook required