Navisite Service Center Technician - Spectrum Enterprise
Apply NowDate posted 05/18/2018Requisition Number: 218854BRLocation: United States - Massachusetts - AndoverArea of Interest: Information Technology Services, TelecommunicationsPosition Type: Full Time
Who We Are: Navisite, Inc., a Charter Communications Company, is a leading worldwide provider of enterprise-class, cloud services, managed applications and managed hosting solutions. Navisite provides a full suite of reliable and scalable solutions for organizations looking to outsource IT infrastructures and lower their capital and operational costs. Enterprise customers depend on Navisite for customized solutions, delivered through a global footprint of state-of-the-art data centers. For more information, please visit www.navisite.com.
The NSC Technician-Intermediate is responsible for client service as it relates to the monitoring of client applications and equipment. This position effectively handles client calls and e-mail, answers questions and routes incidents to the appropriate internal support groups where they are unable to resolve the issues themselves (FCR). The Intermediate NSC Technician works closely with our monitoring tools to identify, document and pass problems quickly to our engineering staff for immediate resolution.
Major Duties and Responsibilities
Working knowledge of all NSC monitoring tools (Atlas-OSS Stack)
Provide first level 24x7x365 escalation support for Navisite clients
Answer client calls and provide the highest level of client service
Assist clients to correctly identify the source of their problems and then remediate
Technical knowledge and proficiency with Windows, Unix, Linux and general networking protocols
Maintain a thorough understanding of all NSC processes and implement them when and where appropriate
Document all calls and equipment issues with a high degree of detail and accuracy
Use a variety of tools (nslookup, ping, traceroute, browser, etc.) to quickly verify reported events
Ability to use remote administration software (Terminal Server, Remote desktop, Telnet, etc.) to verify and correct reported incidents
Certification or related technical training with 3-5 years’ experience
Experience working in a 7 x 24 environment
Must have strong customer service and communication skills
Proficiency with troubleshooting Windows, UNIX or Linux systems
Understanding of enterprise networking environments
Excellent organization and teamwork skills
Experience with basic network troubleshooting tools (ping, lookup, traceroute, etc.)
College degree in related field and/or practical experience in related field
Certification or related technical training with 3-5 years experience in a NOC/SOC type environment
Strong ITIL Foundational v3 understanding a plus
Related Work Experience
Prior experience working in a NOC/SOC environment
Prior experience partnering with internal offshore support teams
Office/Data Center setting located in Andover, MA
Shift: Monday-Friday 1st, 2nd and 3rd shift openings
Reports to Shift Supervisor
The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.