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Navisite Service Center Technician - Spectrum Enterprise

Who We Are:

Navisite, Inc., a Charter Communications Company, is a leading worldwide provider of enterprise-class, cloud services, managed applications and managed hosting solutions. Navisite provides a full suite of reliable and scalable solutions for organizations looking to outsource IT infrastructures and lower their capital and operational costs. Enterprise customers depend on Navisite for customized solutions, delivered through a global footprint of state-of-the-art data centers. For more information, please visit
www.navisite.com.
Job Summary
The NSC Technician-Intermediate is responsible for client service as it relates to the monitoring of client applications and equipment. This position effectively handles client calls and e-mail, answers questions and routes incidents to the appropriate internal support groups where they are unable to resolve the issues themselves (FCR). The Intermediate NSC Technician works closely with our monitoring tools to identify, document and pass problems quickly to our engineering staff for immediate resolution.
Major Duties and Responsibilities
  • Working knowledge of all NSC monitoring tools (Atlas-OSS Stack)
  • Provide first level 24x7x365 escalation support for Navisite clients
  • Answer client calls and provide the highest level of client service
  • Assist clients to correctly identify the source of their problems and then remediate
  • Technical knowledge and proficiency with Windows, Unix, Linux and general networking protocols
  • Maintain a thorough understanding of all NSC processes and implement them when and where appropriate
  • Document all calls and equipment issues with a high degree of detail and accuracy
  • Use a variety of tools (nslookup, ping, traceroute, browser, etc.) to quickly verify reported events
  • Ability to use remote administration software (Terminal Server, Remote desktop, Telnet, etc.) to verify and correct reported incidents
Required Qualifications
  • Certification or related technical training with 3-5 years’ experience
  • Experience working in a 7 x 24 environment
  • Must have strong customer service and communication skills
  • Proficiency with troubleshooting Windows, UNIX or Linux systems
  • Understanding of enterprise networking environments
  • Excellent organization and teamwork skills
  • Experience with basic network troubleshooting tools (ping, lookup, traceroute, etc.)
Education
  • College degree in related field and/or practical experience in related field
  • Certification or related technical training with 3-5 years experience in a NOC/SOC type environment
  • Strong ITIL Foundational v3 understanding a plus
Related Work Experience
  • Prior experience working in a NOC/SOC environment
  • Prior experience partnering with internal offshore support teams
Working Conditions
  • Office/Data Center setting located in Andover, MA
  • Shift: Monday-Friday 1st, 2nd and 3rd shift openings
  • Reports to Shift Supervisor