IP Support Analyst

THE COMPANY

A global Leader in managed networked IT services, operating globally and delivering locally to help our customers thrive in a changing world.

FUNCTION

To resolve or manage the resolution process for reported issues on the IP Network (RXN) and the MPLS network. Provide a combination of 1st/2nd level support, remote trouble shooting and connectivity testing.

RESPONSIBILITIES AND AUTHORITIES

  • Provide 1st level IP network support
  • Log and perform initial problem determination on all incidents.
  • Interface with other internal and external support organizations to ensure timely problem resolution.
  • Identify and escalate obstacles influencing prompt incident resolution.
  • Provides status to subscribers on all incidents.
  • Monitor and action all new alarms (reactive and proactive) reported via SMARTS or Netcool when assigned.
  • Answer all ACD calls within 15 seconds of being routed to the IPSA.
  • Ensure cases and customers are updated as defined in the GSC Standard Operating Procedure document
  • Maintain Total Contact Ownership with customer
  • Escalate cases to first level escalation (GSC Supervisor) via proper escalation procedures as defined in the GSC Escalation Procedure
  • Manage and prioritize multiple GSC/FRCE trouble tickets and projects.
  • Participate in the off-hours support efforts involved with subscriber installs and conversions.
  • Assist in the on-going evolution of GSC/FRCE policy, and procedures

RELATIONSHIPS

The following languages (in order of importance): English (mandatory), Japanese, Cantonese, Mandarin

  • Coordinate with Operations and Engineering teams to manage fault resolution.
  • Interface with internal Service Delivery and Sales departments
  • Interface with external vendors to affect speedy problem resolution.

POSITION SPECIFICATIONS

  • 1 to 2 years of financial market place, OR relevant industry experience
  • 1 to 2 years of Support Center/problem solving experience.
  • Cisco CCNA or better or equilvalent experience.
  • Working knowledge of MPLS, TCP/IP, OSPF, BGP, RIP v2
  • Working knowledge of industry standard ticketing tools including; Clarify and Remedy.
  • Working knowledge of industry standard alarm monitoring tools including; Netcool and Smarts.
  • Ability to work in a fast paced, multi-tasking, team environment.
  • Strong Customer Focus
  • Strong Communication skills (both written and verbal)
  • Strong Analytical skills
  • Ability to manage and prioritize multiple projects.
  • Excellent oral and written communications skills in the

Click here to apply or simply send your resume to info@itic.com.au and quote the position in the subject line.