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Overview

At Ntrepid we measure our success by the satisfaction of our customers. With that obligation comes the need for a customer service oriented individual with bar-none communication skills to join our Network Operations Center (NOC) team. The right candidate will be able to communicate corrective actions effectively to other divisions within the company. The candidate must have strong troubleshooting, root cause analysis and critical path creation that lead to problem resolution.

Responsibilities:

  • Listen to customers and resolve inquiries within stated timeframes
  • Answer questions with thoughtful personal responses
  • Monitor the infrastructure environment and application services for stability and performance in order to maintain 24×7 operations and resolve service impacts as they occur
  • Practice and ensure incredible customer service when working with end users
  • Manage a queue of Incident and Service Request tickets
  • Document problem descriptions and detailed problem diagnosis with accuracy and compliance with established practices. Review and update standard operating procedures where necessary
  • Initiate the transfer of information from one shift to the next
  • Execute defined procedures to fulfill role in Incident, Problem and Change processes and diligently perform required communications as required by provided Standard Operating Procedures

Qualifications:

  • U.S. citizenship required
  • Current secret clearance required
  • Work varied shifts, including weekends and holidays
  • 2+ years of customer service experience in a technical setting
  • Ability to learn and articulate solutions to technical and non-technical people
  • Familiarity with maintaining, managing and monitoring servers running Linux OS
  • Exposure to TCP/IP network architecture
  • Familiarity with ticketing systems, RemedyForce a plus
  • Working knowledge of network troubleshooting, traceroutes, pings, etc.
  • Familiarity with systems configuration, security principles, and maintenance best practices
  • Proficient with monitoring tools, techniques, alerting and notification processes

Apply Here!