Active Network NOC Analyst in United States

Responsibility:

  • Monitor the performance of IT infrastructure, facilities, applications and services of Active Network (including network, backup & storage, cloud services, Data Centers, customer facing products, Development environment and etc.) by different monitoring tools 7*24

  • Handle incoming calls or emails from supporting teams, customers or vendors

  • Ensure the incident management process and SLA is respected

  • Participate in the process of Change, Release to ensure relevant procedures are followed

  • Be responsible for notification sending out with SLA respected

  • Perform tier 1 troubleshooting and analysis based on the handbooks or operation guidelines

  • Be responsible for certificate management of Active Network

  • Manage external DNS service for Active Network

  • Take part in Data center management

  • Contact information management for 3rd party vendors

Qualifications:

  • Must SPEAK VERY GOOD English and be able to communicate with North America colleagues very fluently (both oral and written are required);

  • Must be able to reply Emails and make report in good English;

  • Working knowledge of Help Desk/Customer Support center operations.

  • Knowledge of current IT technical standards as related to microcomputers, printers, and basic network technology.

  • Strong customer and technical support experience, supporting a clientele that is predominantly "non-technical".

  • Familiarity with call tracking software.

  • Any knowledge of ITIL Service Management practices would be a plus.

  • Have high efficiency communication skills and clear mind.

  • Willing to learn in fast pace.

  • Willing to adapt the change in fast growth environment.

Qualifications:

  • Must SPEAK VERY GOOD English and be able to communicate with North America colleagues very fluently (both oral and written are required);

  • Must be able to reply Emails and make report in good English;

  • Working knowledge of Help Desk/Customer Support center operations.

  • Knowledge of current IT technical standards as related to microcomputers, printers, and basic network technology.

  • Strong customer and technical support experience, supporting a clientele that is predominantly "non-technical".

  • Familiarity with call tracking software.

  • Any knowledge of ITIL Service Management practices would be a plus.

  • Have high efficiency communication skills and clear mind.

  • Willing to learn in fast pace.

  • Willing to adapt the change in fast growth environment.