Qualifications: QUALIFICATIONS REQUIRED- • Ability to work assigned shifts in a 24x7 operations center environment. • Basic understanding of server and networking fundamentals. • Possess sound troubleshooting skills • Is agile and timely in completing assigned tasks. • Ability to lift at least 25 pounds. • Sound written and verbal communication skills. • Is dependable, reliable and maintains a satisfactory attendance record. • Is responsive to customer needs and strives to exceed their expectations. • Continuously expands knowledge and skills to ensure personal and professional growth QUALIFICATIONS PREFERRED- • Associates or Bachelor’s degree and/or equivalent experience. • Certification or equivalent training in related technologies EXPERIENCE PREFERRED- • 1+ years of experience in challenging technical and/or information technology related positions. Responsibilities: • Proactive monitoring of the following in a 24x7 operations center: -Enterprise business-critical applications and Windows/UNIX servers. -Frame-Relay/MPLS WAN and various LANs. -Secure connections between client and partner companies, including VPN business- to-business connectivity and various DMZs facing the internet. -Enterprise Datacenter network connections, including switches and local routers. -Enterprise Datacenter infrastructure and environmental systems. Manage incoming calls with professionalism and helpful demeanor. • Escalate incoming client Network, Server and infrastructure calls to the appropriate engineering or support resource. • Provides escalation path for client help desks and local site IT contacts seeking infrastructure support. Create new tickets and engage Windows, UNIX, Network or Application support resources as appropriate. • Own incidents that do not require escalated support and drive them to successful resolution. • Follow shift turnover
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