Customer Service -Network Ops Technician

Customer service skills such as: customer-focused execution, attention to detail, patience, and clear and polite communication are vital, while PC and network monitoring and connectivity troubleshooting skills are highly desired. Our IT Service Desk – Network Operations Center provides end user support of proprietary business applications, support of standard (off the shelf) client software, monitoring alerts from systems and applications, and executing a variety of defined functions. The individuals that demonstrate teamwork, initiative and self-direction in this fast-paced company will find ample professional growth opportunities. Job responsibilities include, but are not limited to the following;

• This shift schedule for this role is slated to be Sunday through Thursday, 3PM to 12:00 Midnight Eastern Time shifts in support of a 24x7x365 Service Desk – Network Operations Center (NOC). In addition, there will be the occasional requirement/opportunity to work additional shifts and national holiday shift work. There is a rotational on-call schedule. 
• Monitor and respond to multiple channels of customer and systems communication including chat, email, and phone.   
• Ability to multi-task and prioritize work tasks based on specific requests.
• Accurately entering tickets into a ticketing system, assigning the tickets per a documented schedule and process, and calling/emailing the correct support technicians as required to resolve issues. 
• Carefully and accurately following all written procedures. 
• Support the following types of calls, questions, alerts, or tickets (not all-inclusive):
  1. IT Desktop Applications and Troubleshooting (ex. Windows, Outlook, Microsoft Office, VPN software)
  2. IT Infrastructure (ex. telephones, network/internet connectivity)
  3. Customer Service Requests (ex. password resets, VPN token resets, service questions)
  4. External iconectiv Product requests
• Production and Non-Production environment platform monitoring and ticketing for alarms and performance issues on systems, applications, databases, and network/customer connectivity.
• Manage alarm events and technical application issues – creating, modifying, troubleshooting, and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and provide assistance wherever needed or requested.
• Be able to carefully follow written instruction to execute troubleshooting and feedback when the written instruction requires updates. 
• Use critical analytical skills to troubleshoot customer reported incidents which may also include working with other departments to satisfy customer needs.
• Learn and understand all provided training materials associated with the industry, the application, customer service, and related processes/procedure.
• Learn and help support Service Now Virtual Agent (aka Chatbot) and Service Catalog functionality. 
• Excellent work ethic, time management, teamwork, and strong customer focus are key skills required to perform this function successfully. 
• Gain a thorough understanding of internal processes and assist as needed

Required Qualifications:

• Excellent written and verbal communication skills are a must.
• Minimum 1-2 years of customer service experience.
• Detailed and precise execution, initiative, critical thinking, and good follow through are key characteristics. 
• BA/BS degree is preferred but not required.  
• Any application support experience would be a plus.            
• Good writing skills and the ability to author professional correspondence.
• Being a self-starter and an excellent team player is a must. 
• Being able to learn on the job and be able to quickly switch between tasks is a critical success criteria. 
• Office is based in Bridgewater, New Jersey. At this time, the team is working remote however the need to work in the office could be required. 
• U.S. Citizenship required

Additional Skills:

• Familiarity with Linux and Windows Operating Systems is a plus.
• Familiarity with Network and Cyber security concepts is a plus. 
• Ability to speak and understand Spanish is a plus
• Experience using “Chat” to support customer communications (requires strong written communication skills).
• ServiceNow ticketing and development skills is a plus.