Location: Boca Raton, FL

Reports To: Network Operations Center Manager

Status: Full-Time

Responsibilities:

  • Respond to inbound calls/emails from customers in a calm and professional manner
  • Monitor and respond to all network and systems alerts
  • Consistently resolve customer issues within SLA timeframes
  • Represent customer interests and take ownership of support cases
  • Perform work for customers in their cabinet/cage (replace HD’s, trace cables, restart servers, take pictures, describe light status and audible alarms)
  • Respond to IDS, FIM and LEM Alerts
  • Escalate as needed both internally and externally
  • Troubleshoot Email and DNS
  • Troubleshoot L2/L3 circuits (PtP T1, MPLS T1, Metro Ethernet, On-net connectivity, Backbone circuits, Transit and Transport) for various events such as circuit down, interface errors, circuit speed, circuit congestion, network configuration, problems with routing.
  • Troubleshoot vm issues in vSphere and vCommander
  • Troubleshoot Evault backup service
  • Create Email accounts and DNS records
  • Create accounts in Orion
  • Inspect and document temperature, humidity and equipment alarms in all Datacenters according to schedule
  • Monitor cameras and access systems for security concerns
  • Respond to fire/smoke alarms and be able to use a fire extinguisher
  • Respond to power service interruption and manually start generators if necessary
  • Manage datacenter security checkpoints: must validate, approve/deny access based on credentials
  • Perform remote hands services for datacenter customers
  • Configuration of Cisco Routers/Switches

Requirements:

  • Must be flexible, dependable and able to multi-task with priority
  • Knowledge of Windows and basic LINUX commands
  • Understanding of networking protocols ICMP, UDP and TCP/IP
  • Familiarity with VMware, Storage Arrays and Rack Mount Servers
  • Understand various LAN and WAN topologies
  • Troubleshooting OSI Layers 1, 2 and 3
  • Knowledge of Cisco Routers and Switches
  • Basic Knowledge of Firewalls
  • Must be a Team Player
  • Work rotating shifts that provide for 24x7x365 coverage
  • Good verbal, written and analytical skills
  • Must be professional

Experience

  • 2 year degree or equivalent experience
  • Previous experience in a call center environment

This job description does not list all duties of the job. You may be asked by management to perform other duties.

Management has the right to revise this job description at any time. This job description does not constitute a contract for employment.

Job Type: Full-time

Required experience:

  • Operations: 1 year
  • Call Center: 1 year

Required education:

  • High school or equivalent