Address
Form of work
Salary*** This requires working IN OFFICE in the Englewood, CO***
***Shift will be Saturday through Wednesday, noon to 8:30pm MT***
Summary
Evoque-Cyxtera is a global data center leader in retail colocation and interconnection services. The company operates a footprint of 61 data centers in 29 markets around the world, providing services to more than 2,300 leading enterprises, service providers, and U.S. federal government agencies. Evoque-Cyxtera brings proven operational excellence, global scale, flexibility, and customer-focused innovation together to provide a comprehensive portfolio of data center and interconnection solutions.
We have an entry level opportunity for someone looking to enter the IT space. General networking and operating system knowledge is expected but experience in the field is not required.
The Level 1 NOC Technician functions as the central point of contact for Evoque-Cyxtera, interfacing directly with customers, 3rd party vendors and internal resources to ensure a superior customer experience in a 24/7/365 inbound call center environment. The Technician Is responsible for proactive monitoring, escalation/resolution of issues, processing requests from both customers and internal clients, and rapid isolation and restoration of issues related to a diverse customer base with an ITIL service management focus.
Please note that this is an office-based position.
Primary Responsibilities
- Monitor alert consoles for multiple types of technologies including infrastructure, network, server and application platforms
- Change verification of Server and Network changes.
- Level 1 network troubleshooting
- General troubleshooting of Windows/Linux server environments.
- Deliver superior customer service through professional, comprehensive, and timely communication for requests, changes, and incidents.
- Monitor and respond to customer emails requesting assistance with data center activities impacting their operating environments/hosting infrastructure.
- Identify, escalate, and resolve tickets according to procedural documentation and training.
- Process customer requests submitted through the Cyxtera customer portal.
- Assist/guide customers in how to use the Cyxtera customer portal.
- Work incoming call queues and meet established production metrics.
- Ensure all infrastructure, network, and customer environments are operational using network/system monitoring and automated email alerts.
- Provide and obtain timely updates to/from relevant parties (internal and external).
- Must be able to work all shifts in a 24/7/365 environment.
- Perform additional/other duties as assigned.
Experience & Qualifications
- General network knowledge
- You do not need to be an experienced network engineer, but you should understand the fundamentals switching and routing
- General knowledge of Windows or Linux server administration
- Exceptional customer service skills
- Excellent oral and written communication skills
- Skilled in MS Office, primarily Word, Excel, Outlook and PowerPoint
- Must work well in a team environment
- Ability to consistently multi-task
- Must be a rapid learner, with the ability to quickly adapt to procedural changes, added job responsibilities, and emerging technologies
- Relevant post-secondary education or industry-related training a plus
- Any advanced networking knowledge is a plus
- Network certifications are a plus
- Linux+ or MSA Certification a plus
Salary Range: $47,000 - $56,160
Evoque-Cyxtera is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Skills
Preferred- Troubleshooting
- Communication
- Team Player
- Customer Support
Behaviors
Preferred- Team Player: Works well as a member of a group
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
