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NOTE:
Candidates must be able to receive Secret Security Clearance and be willing to do shift work! Start date of April 8, 2002.
ROLE DESCRIPTION NAME: NOC Support Specialist
REPORTING TO: NOC Team Leader
DESCRIPTION OF WORKING ENVIRONMENT:
The NOC is responsible for providing technical support for lights-out environments 7 days a week x 24 hours per day x 365 days. The Support Specialist is a member of a team who provide initial problem identification and troubleshooting. They will attempt to isolate and where possible resolve the problem within a specific timeframe using the problem management knowledge database, remote control and other support tools along with their own expertise. If the Support Specialist is unable to resolve the call on the initial contact, then the call may be assigned to the Operations Support Analyst, or to another support group, as appropriate.
MAJOR AREAS OF RESPONSIBILITY:
RESOLUTION MANAGEMENT:
Problem identification and isolation, and ensuring tickets are routing and escalated to the appropriated resources to ensure quick resolution and service resumption.
ADMINISTRATION:
Ensure that information is properly captured in the Call Management System in a fashion that allows for useful meaningful reports used to accurately reflect the historical or current situations.
TICKET MANAGEMENT:
Monitoring problem aging
TIME MANAGEMENT:
Ability to prioritise and manage multiple concurrent requests and tasks.
FEEDBACK MANAGEMENT:
Bring forward common problems or repeated problems to Support teams groups to improve systems and Support Group call resolution.
SKILL SET REQUIREMENTS:
NON TECHNICAL:
§ Team Player
§ Analytical Problem Solving Skills
§ Technical Investigative Troubleshooting Skills
§ Oral and Written Communications
§ Time Management§ Date Entry
§ 1 ? 3 years experience
§ Ability to work shifts in 24 hour rotation.
MUST HAVE TECHNICAL SKILLS
§ Knowledge of AIX & Solaris UNIX and NT Operating systems
§ Network Monitoring Software
OTHER TECHNICAL SKILLS (BUT NOT LIMITED TO)
§ Knowledge of Internet connectivity and Protocols.
§ Knowledge of VPN Communication Protocols.
§ Experience in trouble shooting network and server problems. § Knowledge of a Call Management System
ROLES & RESPONSIBILITIES
・ Problem identification and isolation, and routing, or escalating problems as required;
・ Monitoring problem aging and update tickets as required;
・ Manage and action support issues on day-to-day basis as they arise.
・ Provide or recommend resolutions to solve the network or server issues.
・ Coordinate escalation from the Support Team to escalation partners
・ Provide feedback to SC Management on any issue which could be service affecting;
・ Input technical information to the problem tracking tool about problem status and closure with own technical expertise, or as directed by escalation partners
・ Ensure all issues regarding system or network problems are logged and tracked;
・ Bring forward common or repeat problems to Support team and SC Management to ensure maximum service availability;
・ Perform system / preventative maintenance and special projects assigned by the Team Leader
・ Working with technicians from all technology teams for the optimal and timely resolution of technical issues
・ Ensure that system changes are documented and logged within tracking system.
・ Ensure that Service Levels Agreements are followed.
・ Document activities for future assessment analysis.
・ Maintain current documentation of site status, complete trouble tickets, incident report and other required reports.
NOTE:
Candidates must be able to receive Secret Security Clearance and be willing to do shift work! Start date of April 8, 2002.
ROLE DESCRIPTION NAME: NOC Support Specialist
REPORTING TO: NOC Team Leader
DESCRIPTION OF WORKING ENVIRONMENT:
The NOC is responsible for providing technical support for lights-out environments 7 days a week x 24 hours per day x 365 days. The Support Specialist is a member of a team who provide initial problem identification and troubleshooting. They will attempt to isolate and where possible resolve the problem within a specific timeframe using the problem management knowledge database, remote control and other support tools along with their own expertise. If the Support Specialist is unable to resolve the call on the initial contact, then the call may be assigned to the Operations Support Analyst, or to another support group, as appropriate.
MAJOR AREAS OF RESPONSIBILITY:
RESOLUTION MANAGEMENT:
Problem identification and isolation, and ensuring tickets are routing and escalated to the appropriated resources to ensure quick resolution and service resumption.
ADMINISTRATION:
Ensure that information is properly captured in the Call Management System in a fashion that allows for useful meaningful reports used to accurately reflect the historical or current situations.
TICKET MANAGEMENT:
Monitoring problem aging
TIME MANAGEMENT:
Ability to prioritise and manage multiple concurrent requests and tasks.
FEEDBACK MANAGEMENT:
Bring forward common problems or repeated problems to Support teams groups to improve systems and Support Group call resolution.
SKILL SET REQUIREMENTS:
NON TECHNICAL:
§ Team Player
§ Analytical Problem Solving Skills
§ Technical Investigative Troubleshooting Skills
§ Oral and Written Communications
§ Time Management§ Date Entry
§ 1 ? 3 years experience
§ Ability to work shifts in 24 hour rotation.
MUST HAVE TECHNICAL SKILLS
§ Knowledge of AIX & Solaris UNIX and NT Operating systems
§ Network Monitoring Software
OTHER TECHNICAL SKILLS (BUT NOT LIMITED TO)
§ Knowledge of Internet connectivity and Protocols.
§ Knowledge of VPN Communication Protocols.
§ Experience in trouble shooting network and server problems. § Knowledge of a Call Management System
ROLES & RESPONSIBILITIES
・ Problem identification and isolation, and routing, or escalating problems as required;
・ Monitoring problem aging and update tickets as required;
・ Manage and action support issues on day-to-day basis as they arise.
・ Provide or recommend resolutions to solve the network or server issues.
・ Coordinate escalation from the Support Team to escalation partners
・ Provide feedback to SC Management on any issue which could be service affecting;
・ Input technical information to the problem tracking tool about problem status and closure with own technical expertise, or as directed by escalation partners
・ Ensure all issues regarding system or network problems are logged and tracked;
・ Bring forward common or repeat problems to Support team and SC Management to ensure maximum service availability;
・ Perform system / preventative maintenance and special projects assigned by the Team Leader
・ Working with technicians from all technology teams for the optimal and timely resolution of technical issues
・ Ensure that system changes are documented and logged within tracking system.
・ Ensure that Service Levels Agreements are followed.
・ Document activities for future assessment analysis.
・ Maintain current documentation of site status, complete trouble tickets, incident report and other required reports.
