XTN-9FA9960 | SYSTEMS SERVICES ENGINEER

JOB RESPONSIBILITIES:

• Handle hierarchical and technical escalations and lead them to resolution via technical solutions

• Respond to and action alerts from centralized management system to maintain health of
  platform
  • Assist with troubleshooting monitoring agent issues
  • Provide weekly status updates on outstanding tickets and current projects
  • Troubleshoot, evaluate, track, and manage network problems and recommend best-practice
  solutions while escalating to higher tiers according to NOC procedures
  • Perform initial troubleshooting, problem analysis and isolation of network and system event
  analysis in accordance with NOC incident management guidelines
  • Understand and respond properly to escalation procedures
• Provide quality, timely and accurate end-to-end support of all issues within functional area of
  responsibility; this includes, and is not limited to phone, email and documentation/tracking of
  the incident in the ticketing system
  • Enter data into ticketing system accurately and completely to document problems including
  diagnostic results, multiple product correlations, as well as escalation and repair performance
  • Escalate outage events and/or impairments to appropriate individuals and organizations, when
  not resolved in the prescribed amount of time
  • Monitor and track scheduled system and/or network maintenance activities in applicable tools,
  analyzing the duration and potential impact to customers, and ensuring they are consistent with
  approved times for these activities
  • Provide administrative bridge management and oversight during network events/outages

JOB REQUIREMENTS:

• diploma or degree in the field of Computer Science or equivalent field and/or 4+ of experience with a minimum of 3 of end user support
• Two to four of experience in supporting and troubleshooting a multi-server network environment
  • Experience working directly with technical managers as well as technical end users
  • Excellent communications and soft skills, including ability to listen to and summarize and concisely share key information with customers
  • Ability to demonstrate managing multiple priorities and solve problems in a fast-paced environment
  • Capable of multitasking in a high pace environment, effectively and efficiently
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
  • Strong documentation skills
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly language
  • Highly self-motivated and directed
  • Proven analytical and problem-solving abilities
  • Exceptional customer service orientation
  • Ability to demonstrate client sensitivity and empathy
  • Ability to work both independently and in a team-oriented, collaborative environment
  • Personnel excellence, accuracy, and Customer focused
  • Sharp attention to detail: able to apply consistently throughout all aspects of the workday
  • Follow directions process, yet can make judgment calls and be flexible
  • Takes initiative and is proactive: able to note things that need to be done without being prompted and proactively address them
  • Must be willing to backfill a Tier-1 engineer in the event of a Tier-1 Engineer’s absence
  • Must be willing to volunteer for holiday shifts to maintain 24x7x365 coverage

TECHNICAL EXPERIENCE

• Demonstrate intermediate knowledge in the support of servers, workstations, and related

• Plusses:

WORKING CONDITIONS

• Ability to work in an independent environment with moderate supervision
• Ability to be flexible and successfully respond to multiple work pressures
  • Sitting for extended periods of time

Originally posted on