BASIC FUNCTION Responsible for monitoring system activity and functions ensuring resolution and documentation of systems problems 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 mannerDetermine 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 resolvedDirect 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 outGuarantee that high levels of customer satisfaction are provided during each point of contact with customersImmediately notify appropriate individuals of any problems that could potentially impact production activities and follow escalation to keep impact minimalUpdate information on service requests as necessary, and close out service requests when customers' problems have been resolvedDocument all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and proceduresSet 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 mannerCompile 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 problemsAct 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 proceduresContinuously suggest ways to improve monitoring of the performance of systemsAssist 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 staffParticipate 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 systemProvide a single point of contact for departmental staff to ensure system issues are resolved by following problem from beginning to final resolutionContinuously strive to provide accurate and timely evaluation of problems and recommend alternative solutions to supervisorStrive 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 maintenanceAssist in the development and implementation of tools and procedures to enhance monitoring and escalation processIdentify processes that can be automatedAssist with documenting and communication of new tool processes and procedures with departmental staffMaintain the library of call processing system software configuration files and provide updates as system conditions changeAssist with testing and installation of new programs and proceduresMonitor 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 contactsCooperate with team members to meet goals or complete tasksProvide quality customer service that exceeds customer expectations and improves level of service being providedTreat all internal/external customers, team members and department contacts with dignity/respectEscalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
Mental and Physical Requirements - -This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printersThe nature of the work in this position is sedentary and the incumbent will be sitting most of the timeEssential physical functions of the job include typing, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work dayEssential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day
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 incumbentsConsequently, job incumbents may be asked to perform other duties as requiredAlso note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined abovePlease 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.
EducationHigh school diploma or GED requiredAssociates degree from an accredited college or University with major case work in computer science, MIS or a related field preferred. Equivalent work experience in a similar position may be substituted for educational requirements
ExperienceMinimum two years of experience in a network operations or technical support environment requiredMinimum one year Unix experience preferredTime Spent in pursuit of a degree (e.g., Associates, etc.) can be substituted in lieu of experience requirements
TechnicalKnowledge of Linux/Unix or Windows operating systems preferredKnowledge of PC/LAN environments preferredKnowledge Avaya and/or Novell Netware preferredUnix, shell scripting, C, Windows systems preferredMonitoring systems (e.g. Insight Manager, CA Unicenter, etc.) preferred
OtherMS Outlook at an intermediate level requiredMS Access at an intermediate level requiredMS Word at an intermediate level requiredMS Excel at an intermediate level required
Job: Technical
Primary Location: Philippines-Philippines-Makati City
Organization: Global Technology Services PHL
Schedule: Full-time
Job Posting: 08/23/2019, 3:26:41 AM
Recruiter: JUAN GABRIELE LEIZA EISMA
