Job Description: Provides support and monitors company’s production, corporate environments, business partner infrastructure including the monitoring and maintenance of all servers. Resolves, troubleshoots and creates tickets, escalates issues to various company’s teams, subsidiaries and/or third- party partners/suppliers. Follows proper triage procedures when escalating issues to others in or out of Network Operations.
Responsibilities: Troubleshoots and isolates failed equipment, connections and facilities issues. Updates the Commercial Call Centers of outages in a timely manner. Tracks and updates problems in the trouble ticketing system; creates and distributes reports to management and other teams as required. Maintains a broad knowledge of all company’s products, issues and escalation of procedures. Ensures the efficient and trouble-free operation of remote and local workstations and servers. Coordinates monitoring activities for infrastructure and servers. Communicates relevant scheduled and emergency activities with NOC Manager and ensures network equipment is maintained in proper working order. Maintains server inventories and environmental documentation. Monitors NOC support queue and provides second/third level support via telephone, email or face to face. Follows through preliminary checklist of problem resolution methods and communicates issues and resolution with various business groups: Log activities, track progress and time in a repository in NOC Database. Escalates issues by contacting appropriate parties in accordance with company’s procedures.
Skills: Excellent written, verbal communication and decision-making skills. Strong troubleshooting, sense of urgency and interpersonal skills. Ability to effectively interact with all level of employees and be reliable. Knowledge of UNIX/Linux with familiarity of implemented protocol standards (SMTP, POP, DNS, etc.), TCP/IP. LAN/WAN, DNS, Email and Microsoft Windows Operating Systems.
Experience: 2+ years’ experience of systems monitoring in a startup company or e-commerce industry
Education: Bachelors’ Degree of Science in Computer and Information Science.