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Form of workJob Description
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
Join the Five9 Network Operations Center team for an exciting opportunity to play a key role in maintaining Five9 Cloud Call Center Services and Application Delivery. The NOC Technician position plays an important role in providing customers with excellent service and is a great entry level technical role to join the Five9 team. This position will be based in San Ramon and will require the person to work during the NOC swing shift hours (1pm-12am)
Key Responsibilities:
- Monitor and respond to system alerts proactively resolving issues.
- Follow standard operating procedures performing day-to-day maintenance on Five9 Network, Telecom and Cloud systems.
- Report all service impacting issues within 5 minutes of detection.
- Respond & resolve customer escalations within our SLA window.
- Troubleshoot customer applications & services in accordance with standard procedures.
- Open and track to resolution carrier and internal tickets
- Provide internal & external incident notifications and collaborations (Slack, Zoom, OpsGenie)
- Monitor Network Security systems and report and document any breaches.
- Perform daily, weekly monthly and quarterly maintenance procedures as defined in the Operational Guidelines
- Gather and report data on the health and operation of Five9 services.
Required Experience:
- Available to work swing shift hours (1pm-12am) including some weekends.
- Experience or background in a military, technical or customer service environment.
- Ability to communicate clearly (both in writing and speech)
- Able to follow written and verbal instructions.
- Certification, education, or prior experience in a technical field
Desirable Qualifications/Experience
- Experience with LogicMonitor or Grafana monitoring systems.
- Problem solving and analytical skills.
- Knowledge of Telecom, Networking, VMware or MYSQL
- Knowledge of basic Linux commands.
- Experience with Jira ticketing system.
Hybrid This role is hybrid. 3 days a week (M, W, TH) in office is required.
Must be a U.S. Citizen residing in the United States.
#LI-HYBRID #LI-VC1
As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.
Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.
Our total reward package also includes:
- Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
- Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
- Generous employee stock purchase plan.
- Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.
All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
