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Managed Services Operations Monitoring Technician

 

Managed Services Operations Monitoring Technician

  • JR-121573
  • London
  • Managed Services
  • Full time
Managed Services Operations Monitoring Technician

Do you have a flair for responding to customer requests? Perhaps you have extensive experience of working in an MSP Support role and you are looking for a passionate company that is rapidly growing and can offer plenty of opportunity? We are looking for a motivated '1st and 2nd Line Support Engineer' to join our busy Managed Services department in Canary Wharf. In this role, you will be accountable for handling customer service and initial technical requests received via phone and email. We are therefore looking for driven individuals who can escalate customer issues as appropriate and meet and exceed customers’ expectations.

Responsibilities

System Monitoring

  • 24x7x365 monitoring and receipt, triage, resolution and/or distribution of inbound Managed Services technical support requests (via phone call, email, and Self Service Portal) to the appropriate internal teams
  • Ensures timely and accurate input of access information into access control system. Processes inbound access requests from customers, carriers, and our sites. Dispatches service requests, trouble and alarm tickets

Technical Expertise

  • Assure alarms and alerts processing as well as forward activities to the proper teams
  • Provide KPI's for the infrastructure environment
  • Assure monitoring templates are up to date and in line with the products and services provided
  • Develop teams so they have the Know How to identify alarms and events.
  • Processes inbound alerts from essential systems, network and security elements. Provides timely response to all events and requests. Processes site maintenance and outage notifications

Problem Solving

  • Ability to identify and resolve, or report, a detected problem. Escalates trouble cases and emergencies as needed to lead and/or management personnel

Training

  • Receives guidance and support from others

Project Management

  • Follows instructions on departmental projects

Quality Assurance

  • Assists with basic QA and escalates trouble cases to lead and/or management as needed

Requirements

Essential

  • Previous experience in 1st/2nd line role
  • Understanding of IPv4 / IPv6
  • Windows (Server & Workstation) Skills
  • Linux
  • 1st line Virtualisation Skills (VMWare / HyperV)
  • Data Backup experience
  • Understanding of network topology / principles including OSI model
  • Understanding hardware component including troubleshooting
  • Previous experience in a customer-facing/Enterprise support role handling customer queries/issues
  • IT related qualifications or relevant workplace experience
  • Systems Support & Maintenance

Desirable

  • CCNA / MCSE qualification or working towards qualification
  • Comptia A+
  • CCENT
  • Understanding WAN / Leased Line IP connections
  • Experience of Host Resource / SNMP monitoring
  • Experience of system monitoring software
  • VMWare Qualification
  • Understanding of Hyper Convergence
  • DNS - Internal & External view

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Equal Employment Opportunity: 
Equinix is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

(US Applicants)

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Please click here to see our Pay Transparency Policy Statement.