What are the responsibilities and job description for the Tech 1 (Tech Support) position at CherryRoad?
CherryRoad has recently built a new Network Operations Center (NOC) to manage daily operations of our rapidly growing Managed Services Division. We are looking for an enthusiastic, motivated and experienced individual who will be responsible for NOC operations.
Responsibilities Include
As a CherryRoad employee, you can expect to work with seasoned and practical experts to deliver solutions that maximize enterprise performance. And, unlike some bigger companies – where you often get lost in the crowd – at CherryRoad you can expect a refreshing and personal culture that encourages idea sharing and collaboration. Here, your knowledge, abilities, and work experience count. Your contributions are meaningful and appreciated.
At CherryRoad Technologies…opportunity becomes achievement.
EOE / MFDV
Responsibilities Include
- Monitor data center infrastructure and networks to ensure system availability.
- Develop and maintain runbooks and troubleshooting procedures for client support. Follow troubleshooting procedures in an effort to resolve problems
- Act as an initial point of contact for client inquiries. Responsible for initial triage and assignment of tickets
- Escalate and communicate customer issues and infrastructure related alerts to Engineering, Management, and Administration as defined by CherryRoad process and procedures.
- Develop and follow troubleshooting procedures in an effort to resolve problems
- Provide daily, weekly, monthly reports to management and clients
- Open, update, and close trouble tickets
- Perform daily checks on critical infrastructure and services
- Interact with vendors (e.g. ISPs, hardware providers) to resolve basic infrastructure issues.
- Other duties as assigned
- Minimum 1-2 years Experience in a Network Operations Center, Helpdesk Environment
- Knowledge of IT Infrastructures
- Previous experience with applications including Solarwinds, Nagios, NMap, Apache, and more
- Previous experience with ticketing tools such as ServiceNow
- Must have the ability to troubleshoot network problems effectively in a network operations environment
- Maintain a broad knowledge of all products, services, and NOC procedures
- Strong interpersonal communication skills, verbal and written
- Excellent organizational, multi-tasking, prioritizing and teamwork skills
- Ability to perform responsibilities independently with minimal supervision
- Strong customer service skills
- This position will require shift work to include nights, weekends, and holidays - 24×7×365
As a CherryRoad employee, you can expect to work with seasoned and practical experts to deliver solutions that maximize enterprise performance. And, unlike some bigger companies – where you often get lost in the crowd – at CherryRoad you can expect a refreshing and personal culture that encourages idea sharing and collaboration. Here, your knowledge, abilities, and work experience count. Your contributions are meaningful and appreciated.
At CherryRoad Technologies…opportunity becomes achievement.
EOE / MFDV