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    Level 1 Operations Engineer

    Ian Ferguson
    Ian Ferguson

    Posts : 15
    Join date : 2010-02-22

    Level 1 Operations Engineer

    Post  Ian Ferguson on Fri Feb 26, 2010 11:14 am


    If you are interested in this position, please apply by submitting your resume and contact details. If you know of someone else who might be interested, please send this job to them.Skill Group ICS-MS Support - US
    Relevant Experience Experienced Professionals
    City Austin
    State/Province Texas [TX]
    Country United States [US]
    Location for Website Austin, TX
    Position Title Level 1 Operations Engineer
    Job Description This role is both customer-facing and focused on its main objectives, which are to drive and improve service to and on behalf of the business. At an operational level, its objective is to provide a single point of contact (SPOC) to provide information, advice, guidance and the rapid restoration of normal services to its Customers and Users.

    The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. In addition, all requests for service (be they break / fix or pre-defined activities) are received by and managed through the Level 1 Operations Support staff. 'Normal service operation' is defined as service operation within Service Level Agreement (SLA) limits.

    To work as part of Operations Support team to provide effective and efficient proactive and reactive services at the level required by the CCMS organization.
    To respond to Incidents reported to CCMS by Customers and coordinate escalation and resolution activity and performance against SLAs throughout the Incident life-cycle.

    Operations Support staff will operate as part of a team under the leadership of the Service Desk / Incident Manager. They will coordinate Level 1 Operations Support activity internally but will coordinate the reactive activity for Incident Management processes across teams. They will communicate directly with Customers and work with CCMS teams to progress Incidents and Service Requests throughout their whole life cycle. The role must be given sufficient backing so as to allow the Operations Support Staff to drive response to Incidents and Service Requests and access appropriate technical resources from other teams to comply with SLA requirements and secure customer satisfaction.
    Required Skills/Experience Required Skills and Qualifications:

    Ability to work Day, Evening, Night, and Weekend shifts (primarily Day)
    o Hours support a 7 x 24 Service Desk
    o Candidates interested in working off-hour shifts only will be considered

    Ability to perform the following functions:
    o Assessment of monitoring systems output
    o Handling of all inbound contact (pages, etc.) and responding to the customer
    o Basic queue management (e-mail and web requests)
    o Provide response to meet SLAs, do initial capture analysis, and possible Incident resolution
    o Basic Move, Add, Change duties in a telecom setting
    o Basic locksmith duties (password reset, etc.)

    Soft Skills:

    Strong client interaction / general soft skills

    Strong written and spoken language skills

    Ability to handle stressful situations in a professional manner

    Process oriented – able to follow detailed instruction

    Technical Skills

    Post-secondary college degree
    o Recognized university undergraduate degree (preferred)
    o Technical college degree (acceptable)

    Background in Microsoft technologies
    o eg. registry, OS, file systems, event logs, directory services
    o Basic MS-level administration
    o MCSE certification definitely a plus

    Basic networking
    o CCNA certification definitely a plus

    Company Skills We offer an outstanding career development opportunity, a competitive salary along with full comprehensive benefits. We are looking for individuals with a team player attitude, strong drive for career growth and a passion for excellence in client support, delivery and satisfaction.
    Summary Text eLoyalty helps its customers achieve breakthrough results with revolutionary analytics and advanced technologies that drive continuous business improvement. With a long track record of delivering proven solutions for many of the Fortune 1000, eLoyalty's offerings include Behavioral Analytics™️, Integrated Contact Solutions and Consulting Services, aligned to enable focused business transformation. For more information about eLoyalty, visit eLoyalty is an Affirmative Action/Equal Employment Opportunity employer: All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, ancestry, disability, medical condition, sexual orientation, domestic partner status or Vietnam Era Veteran status.

      Current date/time is Wed Mar 20, 2019 8:39 am