Monitor customer equipment, DSS equipment and data center infrastructure located in the DSS Data Center to ensure customer data and equipment are secure, operational and highly available. Perform initial assessment of alerts and escalate per customer procedures.
Perform requests from hosted customer for operational support activities in the DSS Data Center. Escalate tickets for support of hosted customers by opening Incident and/or Requests for Change (RFC) tickets.
Provide timely and accurate response to all incoming requests to the MSC and/or TOC, record information clearly; assign priorities; and resolve or accurately escalate incidents. Provide information that can be used to resolve or eliminate recurring problems.
Provide input and participate in departmental process improvement activities.
Job requires alternate work schedules which will include some holiday, weekend, and off-shift work.
College degree, technical school, or equivalent experience preferred
Excellent oral, organizational and written communication skills.
2 - 4 years experience in a customer service environment
Basic knowledge of PC’s, operating systems, applications, networks, and hardware concepts
Good analytical and problem solving skills
Ability to work effectively with others to achieve team goals