EdgeCast’s Network Operation Center (NOC) Technician is responsible for the 24/7/365 monitoring of the EdgeCast Content Delivery Network and the customers that use it. This network comprises of hardware, software and network technologies. The NOC Technician will be the primary response and point of contact for all customers with the intent of resolving more than 85% of the issues.
The NOC Technician will have the authority to escalate cases outside of their ability to additional groups within EdgeCast when necessary and follow through to a timely resolution. The position will be expected to interact heavily with various customers using phone, chat or email to promptly resolve issues ensuring customer satisfaction.
SPECIFIC RESPONSIBILITIES
Serve as primary responder for all server issues and customer complaints, monitoring the progress of events and supplying the client, partner or vendor with updates
Monitor all of the global EdgeCast servers, applications, network devices and connections along with customer traffic, using specific custom built tools
Work with the systems and network administration teams to resolve complex issues within specific service level agreement times
Work directly with EdgeCast customers to resolve technical issues and questions
Perform basic systems troubleshooting and management, coordinate with appropriate EdgeCast teams when necessary
Provide thorough research of customer-facing issues and provide report to escalation teams prior to escalation
Update customers regularly on ongoing trouble tickets and provide full report of issues
Continue to learn and update internal knowledge base of new support solutions
