General Purpose of the Position:
The purpose of this position is to act as the primary initial contact for customers seeking any support from Switch. Additionally this role is responsible for coordinating those requests with various internal departments to satisfy customer needs along with internal employee support assistance. Efforts are tracked via a ticketing system to maintain timeline of all activity while providing a high level of service for Switch customers.
Supervisory Responsibilities:
This position has no supervisory responsibilities.
Essential Duties and Responsibilities:
- Provide quality, timely and accurate end-to-end support of internal and external requests within functional area of responsibility with median management oversight and support
- Escalate issues to appropriate individuals and organizations according to Support procedures
- Follow and coordinate appropriate workflows, acting as the information nexus for Switch
- Provide professional inbound/outbound telephone support, processing internal and external telephone requests
- Efficiently process scheduled internal notifications via ticketing system
- Coordinate Switch connectivity infrastructure location access requests
- Assist Switch Mission Control to create and track alarm/alert driven events
- Interpret, investigate and remediate mission critical events in a timely manner
- Accurately document all actions and information pertaining to various events
Other Duties:
Required Job Skills:
- Required to work a flexible schedule according to business needs/events (to include, but not limited to nights and weekends and/or shift rotation)
- Customer service solution focus
- Efficiently interact with computing systems
- Ability to navigate and effectively utilize ticketing systems
- Data center and technology industry terminology in order to facilitate requests effectively
- Excellent oral and written communication and interpersonal skills using methods such as direct contact, phone, email and instant messaging as well as documentation/tracking incidents in the ticketing system. Must be able to accurately communicate complex issues using easy to understand terminology
- Ability to interact with staff (at all levels) in a fast paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism
- Ability to effectively manage deadlines
- Display strong organizational skills
- Understanding of various network topologies and power/cooling service delivery
- Punctual and reliable
Computer Equipment and Software:
- Computer literate with an emphasis on Microsoft Office Suite
- Experience with Customer Relationship Management Software/CRM (Ex. Salesforce)
- Experience with IT Service Management Applications/ITSM
Education and Experience:
Certification: CompTIA (A+, Network+, Security+) and Cisco certifications or equivalent experience in network protocols highly recommended
Education: Associates Degree in Information Technology, Business, or education and experience in a related area of equivalency
Experience: 1+ years of experience within the Information Technology field or related educational background with an emphasis on customer service driven solutions
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee may be required to sit or stand for extended periods of time, operate a computer, and have specific vision abilities to include being able to accurately identify color coded alerts displayed via multiple monitoring systems, and have the ability to adjust focus while working with computer and business equipment.
If your position requires you to work in the field and/or warehouse, it is mandatory that you wear approved Personal Protective Equipment.
