BASIC FUNCTION Responsible for monitoring system activity and functions ensuring resolution and documentation of system problems, making sure they are resolved in an efficient, timely, and accurate manner during assigned shift; provide a single point of contact for customers needing problem resolution to a variety of phone or computer system issues; escalate to appropriate resources any issue not deemed within the scope of the department and follow issue to confirm final resolution is made for the customer; assist in the development and implementation of tools and procedures to enhance the monitoring and escalation process
MAJOR JOB ACCOUNTABILITIES
Network Operations Center Functions - Provide a single point of contact for customers needing to resolve problems with their phone or computer systems by receiving service requests via 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 resolve the problem, then follow the problem until final resolution for the customer, ensuring work orders have been addressed and properly closed out
Guarantee that high levels of customer satisfaction are provided during each point of contact with customers
Immediately notify appropriate individuals of any problems that could potentially impact production activities and follow escalation to keep impact minimal
Update information on service requests as necessary, and close out service requests when customers' problems have been resolved
Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures
Set up conference bridges for customers, both on scheduled and emergency bases, ensuring that necessary conference bridge information is distributed to appropriate individuals in a timely manner
Compile and generate service request management and trending reports, as requested
System Monitoring Performance - Monitor various system functions and activities (e.g., EOS units, servers, LAN, telecom, etc.) continuously for problems
Act proactively to avoid or minimize the problem's impact on production which may include analyzing problems in order to determine action needed to resolve problem in a timely and accurate 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 to enhance 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 with departmental staff
Participate in activities associated with a variety of departmental projects as assigned
Technical Problem Resolution - Research and resolve basic problems escalating to appropriate departmental staff any issues that may adversely impact system
Provide a single point of contact for departmental staff to ensure system issues are resolved by following problem from beginning to final resolution
Continuously strive to provide accurate and timely evaluation of problems and recommend alternative solutions to supervisor
Strive to enhance the relationship with department and internal staff ensuring the highest quality, responsive service possible is provided
Process Development - Develop new tools and procedures that are aimed toward system and call processing maintenance
Assist in the development and implementation of tools and procedures to enhance monitoring and escalation process
Identify processes that can be automated
Assist with documenting and communication of new tool processes and procedures with departmental staff
Maintain the library of call processing system software configuration files and provide updates as 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 a controlled system
Team Interfaces/Customer Service - Establish and maintain a professional relationship with internal/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 of service being provided
Treat all internal/external customers, team members and department contacts with dignity/respect
Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
Related Duties as Assigned - -
The job description documents the general nature and level of work but is not intended to be a comprehensive 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 disabilities to perform the functions outlined above
Please contact your local Employee Relations representative to request a review of any such accommodations
Qualifications
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 a similar position may be substituted for educational requirements
Experience
Minimum one year experience in a network operations or technical support environment required
Minimum one year Unix experience preferred
Technical
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.) preferred
Other
Intermediate knowledge of Word, Excel Access and Outlook required
Job: Technical
Primary Location: Philippines-Philippines-Makati City
Organization: Global Technology Services PHL
Schedule: Full-time
Job Posting: 08/14/2019, 9:28:39 AM
Recruiter: JUAN GABRIELE LEIZA EISMA
