3 Jobs in Waltham, MA
SS&C Technologies Holdings is Hiring a Support technician Near Waltham, MA
Job Description
Global Operations Center ( GOC) Support Technician
About the Company
Intralinks helps enterprises extend business processes and high value content across traditional organizational, corporate and geographical boundaries.
Only Intralinks provides a cloud-based Content Collaboration Network where sensitive information can move freely around the globe while maintaining security and compliance, enabling safe and productive work with anyone, anytime and anywhere.
Rather than building point integrations or having to rip-and-replace existing content systems, Intralinks customers can connect to the network to confidently and productively control the sharing, distribution and management of their high-value content regulated, IP intensive or simply important data.
More than 90,000 clients 99% of the Fortune 1000 companies have depended on Intralinks to digitally transform and simplify critical business processes while meeting the most stringent governance and regulatory requirements.
Overview
The Global Operations Center (GOC) Operations Support Technician is a critical role for Intralinks in delivering highly scalable and reliable data center & cloud-based platform solutions to its customers.
The Operations Support Technician responds to GOC alerts in a timely manner and initiates team interaction to restore service.
He / she monitors the operational support systems to proactively identify service impacting events relating to IT, network, service, and facility conditions and provide Tier-1 support to our clients.
The position works in tandem with other Intralinks organizations (SRE, System Administration, Development, ITIL support, etc.
and GOC to resolve events and utilizes GOC support subsystems and produce accurate trouble tickets and activity reports.
The Operations Support Technician initiates internal conference bridges during platform events as well as sends status internally on the progress of these events.
Essential Functions
- Provide world class customer support to internal and external clients
- Monitor network and services to ensure availability to all users
- Ability to manage multiple high priority issues under pressure
- Respond to automatically generated alarms produced by GOC monitoring software by using tools and / or engaging additional Intralinks SRE Support Teams
- Facilitate Internal Bridge and send status updates during platform events
- Perform up checks on the various applications to ensure connectivity
- Identify, diagnose and resolve problems of moderate complexity affecting network and service performance
- Process and prioritize customer impacting issues
- Follow prescribed trouble and operational procedures
- Perform notifications and follows prescribed escalation procedures
- Document trouble tickets as actions are taken
- Record, update, and maintain outage notifications and announcements.
- Rotational support may be required
- Weekly 24x7 on-call support
- Any other duties as defined by Management
Qualifications
- 1 to 4 years of relevant experience in a product technical support and / or product development role (preferably in the SaaS industry)
- Familiar with a variety of the field's concepts, practices, and procedures
- Knowledge and experience of monitoring tools (e.g. Zabbix, Pager Duty, Splunk, Dynatrace, Logic Monitor)
- Strong verbal, written, and interpersonal communication skills in English
- Critical thinking, analytic, and problem solving abilities
- ITIL V3 Foundation Certified a strong plus
- Service-Now experiences a strong plus
- Positive team collaborator
- Customer focused attitude
Education
Last updated : 2024-04-25
Job Summary
Full Time
$60k-77k (estimate)
04/26/2024
07/24/2024
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A support technician must be good at listening and communication skills to be clear that both the user and support specialist understand any problem, solution or user requirements.
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