The scope of the proposed services will include the following:
Responsible for Advanced enterprise level Service Desk support and may be the first contact for answering any calls to the 24x7 Service Desk or will be the first level of escalation to resolve an incident. These staff will perform basic and advanced phone and remote support, troubleshooting to resolve issues, and escalation to On-call resources as needed. Weekend and night work shifts will be required as needed.
May assist in monitoring Network Operations Center (NOC) alarms, making tickets, and contacting ON-Call resources as needed.
Expertise and/or relevant experience in the following areas are desirable but not mandatory:
Good customer service skills, ability to communicate effectively to help customers fix their issues.
Writing and editing skills to aid in ticket escalation, writing and updating manuals.
Experience in working in a network operations Center.
Experience in computer and networking repairs and troubleshooting problems.