Enterprise Operations Technician

Overview

• Provides quality internal and external customer service surrounding the Company values
• Perform basic triage of events within the internal and customer environment
• Identify issues and engage key resources
• Communicate professionally to customers, engineers, and management via phone, chat, and email
• Answer phones and perform security verification
• Follow predefined process and procedures
• Manage various projects while tending to daily tasks
• Other duties as assigned

Responsibilities

• Customer service focused and portrays energy, professionalism and welcoming characteristics
• Strong ability to work in a highly sensitive and confidential environment
• Ability to meet deadlines and handle sensitive and pressured situations
• Ability to identify issues and help develop strategy and tactical plans for various department initiatives
• Ability to use good judgment and decision making skills
• Ability to use a PC, keyboard, and other standard office equipment

Qualifications

• Must possess strong customer service attitude and interpersonal skills
• Must be reliable and punctual – critical that this position is covered at all scheduled times
• Must be available to work all shifts if coverage gaps arise
• Proven ability to work effectively and cooperatively with others as well as independently
• Demonstrated flexibility, organization, and self-motivation
• A general understanding of TCP/IP principles, DNS, user level experience with at least one Operating System and general computer system hardware and software setup, as well as basic troubleshooting skills
• Maintain professional communications with clients at all time
• Able to multitask while effectively responding to critical situations
• Detail oriented with excellent written and verbal communication
• Demonstrate TierPoint values
• Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines
• Proficiency in using MS Office Suite and Windows-based computer applications

• Hands-on Personal Computer experience
• Must be able to type 50 WPM, with accuracy

Preferred Experience

• Customer service environment with strong focus on customer experience and satisfaction

• Network Operations Center or help desk experience
• Support of systems with strict SLA requirements
• Network Administration/Systems Administration

Technical account management