EOC Systems Engineer

Vacancy expired!

Job Summary The Systems Engineer for the EOC position works closely with a specific Managed Services Team to increase both personal and group knowledge in the disciplines they ve been accepted to. The primary goal of this position is to increase front line resolution, suggests documentation and increase knowledgebase within the EOC based on escalation trends. The Systems Engineer is a prerequisite to apply for other Service Delivery positions.

Responsibilities

• Provides quality internal and external customer service surrounding the Company values.
• Final escalation point within the EOC prior to sending to other teams.
• Resolves mid to complex tickets specific to their discipline or works with Managed Services teams to determine ability/skill required to complete tasks.
• Manages personal queue in a timely fashion.
• Monitors team s escalation chats to reduce escalations.
• Works on new product Tiger Teams to help relay information to EOC on new product.
• Adheres to processes and procedures as documented.
• SME for assigned discipline and expected to assist other EOC team members with questions.
• Provides mentoring and assistance to junior members of the EOC team.
• Demonstrates a broader or advanced skill set to be able to provide support for more complex resolution.
• Participates in projects delegated by EOC leadership for EOC support.
• Other duties as assigned.

Essential Functions

• Customer service focused and portrays energy, professionalism and welcoming characteristics.
• Strong ability to work in a highly sensitive and confidential environment.
• Ability to meet deadlines and handle sensitive and pressured situations.
• Ability to identify issues and help develop strategy and tactical plans for various department initiatives
• Ability to use good judgment and decision-making skills
• Ability to use a PC, keyboard, and other standard office equipment

Qualifications / Requirements

• Experience and knowledge in TierPoint specific tools and systems.
• 18 months to 2 years experience within EOC.
• Ability to analyze and interpret a variety of infrastructure and customer desires to support the customer in their requests.
• Experience and knowledge in specific discipline systems and tools (per discipline).
• Cloud Services
• Knowledge of: Windows; Active Directory, Windows failover clustering, WSUS, IIS, monitoring and management infrastructures including SNMP and syslog protocols.
• Working knowledge of VMWare and Hyper V, Linux, server hardware (Cisco UCS preferred)
• Nutanix NCP Certification required
• Network Services
• Understanding of enterprise network concepts
• BGP
• OSPF
• Routing and Switching
• Layer 2 technologies such as Spanning Tree, STP, RSTP, etc
• Understanding and experience with network security technologies, configurations, and best practices in one or more of the following platforms:
• Cisco ASA
• Fortinet Fortigate
• Palo Alto
• Recovery Services
• Experience and knowledge in Data Protection and Disaster Recovery software (Zerto)
• Experience in CommVault, Veeam, and other backup systems.
• Adequate professional experience and knowledge to perform Job Responsibilities
• Excellent verbal, written, and interpersonal skills
• Ability to prioritize and organize effectively
• Ability to work on multiple projects/tasks simultaneously
• Ability to work both independently and with others
• Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines
• Proficiency in using MS Office Suite and Windows-based computer applications

Preferred Experience

• Prior experience particularly in the data center industry

Working Conditions

• Office environment

Vacancy expired!