SCOPE OF POSITION
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
REQUIREMENTS/QUALIFICATIONS (please read thoroughly!)
4-year degree in a technical discipline preferred (or equivalent experience)
Must have full understanding and experience maintaining, managing and monitoring remote servers running Linux and Windows OS
Must have working knowledge of network troubleshooting, traceroutes, pings, Gomez and Keynote
Able to monitor entire CDN infrastructure via various tools and open proper tickets with the appropriate information for a quick resolution
Ability to quickly and efficiently address customer needs by providing solutions to customer issues or
escalating to another support group when necessary
Strong preference for individuals with direct experience in streaming media (Flash and WMS) and background with HTTP/HTTPS and internet protocols
The candidate must have a strong customer service orientation with excellent verbal and written communication skills
Must be able to communicate clearly and succinctly to our customers in regards to issues
Possess the ability to translate a complex problem into a simpler language for the customer and vice versa
Flexible to cover other shifts as needed in a 24/7/365 NOC environment
Must be willing to work night (10pm-6am) and/or swing (2pm-10pm) shifts, including weekends!
PERSONAL ATTRIBUTES
Highly responsible, self-motivated, and able to work with minimal supervision
Resource oriented persona with the ability to adapt to a constantly changing technical environment
Energetic and fast paced individual who thrives in a high growth, entrepreneurial environment
Excellent organizational and follow up skills
Strong communicator with the ability to build relationships at all levels of an organization
Ethical, fair and of high integrity
THE BENEFITS
Matching 401K
Choice of 2 HMO or 3 PPO plans.
Employee Referral Bonus program
Corporate Discounts on Entertainment, Dining, Shopping, Computers, Gym Membership
Beautiful Santa Monica location
Excellent career growth potential
Equal Opportunity Employer EOE/AA M/F/D/V
EdgeCast Networks, Inc. - 8 months ago
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EdgeCast Networks, Inc. offers a superior, cost-effective, global content delivery service that gives our customers competitive advantage in...
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