Franklin Categories:
Response Center Technician Tier I Interactions
The Response Center Technician Tier I works as a member of the Interactions Incident Response Team, and is responsible for comprehensive Incident Management, as well as initial diagnosis and basic issue remediation for selected issue types. The Response Center Technician Tier I works in concert with the Interactions Technical Operations Center (Tiers II, III, and IV) to provide a seamless support experience for Interactions? Clients.
The Interactions Response Center operates 24-7, therefore some positions will require the candidate to work 2nd or 3rd shift.
The Response Center Technician Tier I will perform the following:
Incident response and management
Monitoring and response to alerts from various monitoring systems
Handling incoming Client phone calls to the Interactions Response Center
Overall Client communications
Initial diagnosis where applicable
Selected basic remediation steps
Escalation to, and coordination with, the Interactions Technical Operations Center
Ticket management
Post-outage analysis
Continuous improvement of processes and procedures
Documentation of system and process changes
Participation in Interactions planned maintenance events
Other technical, operational, and administrative responsibilities as needed
Customer Service Skills:
Client-satisfaction focus
Able to communicate effectively with Clients and internal resources
Able to manage issues through completion, including engagement of appropriate internal, third-party, and Client resources
Able to manage through critical situations, and know when to seek help
Understanding of the escalation process and how/when to invoke it
Solid issue follow-through to closure
Technical Knowledge:
Basic understanding of IT industry concepts including:
Microsoft and Linux Server Operating Systems
LAN/WAN technologies
Carrier circuit technologies
Telephony concepts
Data Center environment
Server hardware, storage, and virtualization technologies
PC hardware and Operating Systems
Monitoring systems
Education or Certifications (desired but not required):
Linux
Microsoft
Networking (Cisco)
Other Requirements:
Flexible working hours (off-hours shifts)
Transportation
| Location: | Franklin, MA United States |
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Interactions
Investors: Cross Atlantic Capital Partners, Sigma Partners, Updata PartnersAll Jobs: at Interactions
| Web Site: | www.interactions.net |
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| Headquarters: | 14390 Clay Terrance Boulevard Suite 205 Carmel, IN 46032 United States |
| Industry: | Business Products and Services |
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