Customer Service Agent (Operations)
The Customer Service Agent (CSA) will work as a member of the Ottawa Network Operations
Center (NOC) team reporting to the Manager. The CSA remotely supports Nova's customers,
providing telephone support, monitoring, performance management, fault management,
change management and configuration management services to customers on a 24 hour/7
days a week basis.
All candidates must be eligible for security clearance to the level of enhanced/secret. The
ability to work in a team environment coupled with the flexibility to work shift work will
be key to your success.
Your Challenge:
You will remotely support Nova's customer's networks, servers, and applications and perform
problem and change management in order to resolve problems according to the customers'
Service Level Agreement. You will be expected to become familiar with each customer's
SLA, Escalation Matrix and Contacts, and established NOC procedures. You will also perform
problem tracking, troubleshooting and problem resolution as quickly as possible in order to
maintain customer availability in excess of 99%. The CSA will also complete pre-engineered
scheduled customer changes according to SLAs. The Customer Service Agent (CSA) works in a
team-oriented environment.
Responsibilities include:
- Respond to customer's problems within 15 minutes and repair incidents without escalation 80% of the time.
- Meet or exceed customer break/fix and change SLAs.
- Track and stay on top of all Open Issues by Call Reference Numbers.
- Work closely with Partner Technical Support Centers to repair incidents.
- Properly document all interaction with customers in Technical Support Database.
- Answer technical questions.
- Provide telephone and email support to customers.
- Perform pre-engineered scheduled changes to customer network and server architecture.
- Staying up-to-date on technologies, certifications and training.
Qualifications:
- The position requires well-rounded knowledge of WAN/LAN and Server technologies
and protocols and core server applications.
- You must have CCNA or equivalent experience.
- You must have MSCA or equivalent experience in Microsoft servers.
- Ability to work in a fast paced customer support environment and handle stressful pressure situations.
- Great team player.
- Strong phone skills with customer first attitude.
- Strong communications skills and ability to read-write-speak English.
- Willing to work rotational shifts and/or static shifts – 24x7.
Technical Requirements include:
- Knowledge of WAN protocols: Frame Relay, ISDN, MPLS
- Solid understanding of Cisco technology and IOS command set
- Solid understanding of Simple Network Management Protocol (SNMP)
- Solid understanding of MS Windows NT/XP/2003/VISTA
- Experience with DNS, MS-Exchange, Active Directory
- Experience with Microsoft server based backup/restore applications
- Experience with UNIX and Linux administration and troubleshooting
- Knowledge of LAN protocols: Ethernet, TCP/IP
- Strong Telephone Support and Technical troubleshooting skills
Additional areas of knowledge and expertise that would be considered an asset include:
- Exposure to an online ticketing system, such as Remedy ARS
- Exposure to HP Openview or other network management system
- Experience working in a large multi site environment supporting over 100 customers
- Experience dealing with Internet Service Providers (ISP) like Bell, Verizon, AT&T, Sprint/Rogers
- Knowledge of Six sigma and ITIL processes
- Professional certifications and training such as CCNA, MCSA, CNE, Linux & Unix administration
- Knowledge of security incident management and devices (firewalls, IPS/IDS)
- Able to read-write-speak French or other languages
Qualified Ottawa-based candidates should apply to:
resumes5@novanetworks.com.
Only those candidates selected for interviews will be contacted.
|
|
