Mission Critical – Operations Support (Data Center)

Job Description

Dublin, Ireland
 
The Client

Datacenter People is working with the largest global provider of cloud and carrier neutral data center, colocation and interconnection solutions.

What The Job Involves 

• Provide Tier 1 and Tier II network and customer service support for mission critical 24/7 Data Centers.
• Provide Tier I direction and coaching for customers portal usage.  
• Receive, triage and action incoming phone calls, emails and portal tickets from internal and external customers.  
• Monitor and action Alarm platforms to ensure all major or critical alerts are dealt with within SLA.  
• Generate and publish internal and external customer notifications and updates relative to Incidents, Maintenance and Advisories specific to site or regional impact.  
• Provide proactive and reactive assistance for external customers specific to site operations, connectivity product and customer portal issues and questions.  
• Escalation point for issues escalated from junior team members where appropriate.  
• Provide support for the DLR network environments including problem solving, ability to take ownership of unfamiliar tasks and problems and see through to completion, or escalate as needed.  
• Detects and analyses alarms to provide basic troubleshooting, escalating to Tier III and management if necessary.  
• Prioritise and triage work properly to meet established KPI measures and commitments.  
• Provide effective communication with Tier III and management to ensure issues that are escalated receive immediate attention.  
• Provide thorough documentation of Incident, Maintenance and Problem details in near real-time using existing systems & tools.   
• Maintain and update current knowledge and skills through internal and external training, continuing education and professional associations.  

We’re Looking for Someone With

• 1 year of experience working in a Network Operation Center, Contact Center or equivalent.  
• 1 year of experience providing customer service or technical support or equivalent.  
• Excellent written and oral communication skills, able to engage with colleagues and customers and diffuse difficult situations.  
• Ability to multi-task and prioritise job requirements.  
• Discipline and commitment to meet deadlines.  
• Self-motivated and able to work on issues independently with limited supervision.  
• Effective organisational skills and attention to detail.  
• Basis skills with Microsoft Operating Systems, Office Suite and Visio.  
• CCNA or equivalent certification preferred.   

We regret that due to the high volume of applications we are unable to acknowledge each one. Please bear in mind that if you are selected for interview we will contact you within the next seven days.