Iconma
Troy, MI
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Job Description :
Description:
The Service Center Technician-Intermediate is responsible for service as it relates to the monitoring of applications and equipment. This position effectively handles calls and e-mail, answers questions and routes incidents to the appropriate internal support groups where they are unable to resolve the issues themselves. The Service Center 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 Service Center monitoring tools (Atlas-OSS Stack)
Provide first level 24x7x365 escalation support
Answer calls and provide the highest level of service
Assist users 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 Service Center 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

Required Qualifications
Skills/Abilities and Knowledge
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 tools (ping, nslookup, traceroute, etc

Education
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
             

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