I have an interview for a NOC scheduled next week. What concerns me is that the position includes billing, which seems more customer service related than technical support. Is this typical for a NOC position? The job title is a data center provisioning technician. Im excited because the position includes technologies that are new to me but I don't want to be in a role that's not very technical. Can anyone with NOC experience let me know if this is normal? Heres the job description: Type of Position: Technical and Customer Support; Compensation: Hourly Plus Commission
TECHNICAL EXPERIENCE / REQUIREMENTS:
- Minimum two (2) years of hands-on Linux systems administration experience.
- Self-starter with minimum one (1) year of software, Web 2.0 technical support
- Associates degree or technical certification preferred.
- Strong knowledge of internet networking connectivity technologies including firewalls, tcp, dns, dhcp, ssl, and load balancing.
- Familiarity with most basic system administration tools and procedures; for example, BASH, MySQL, MsSQL, IIS, Apache, ProFTPd, Plesk, cPanel, and web control panels and ability to use backup programs, verify disk integrity, and maintain system files (groups, hosts, aliases).
- Fundamental understanding of a Linux or Windows operating system and servers.
- Superior technical expertise and work ethic.
- Proven ability to interact with developers, colleagues, and cross-functional teams.
- Troubleshoot and analyze causes of server performance problems.
- Perform preventive maintenance on servers.
- Gather necessary data for issue replication, problem determination and/or escalation.
- Isolate and, when possible, resolve service performance issues.
- Review server error and audit logs and perform system backups/restores.
- Experience building computers/servers.
- Experience in one or more of the following: java, javascript, perl, python, html, html5, XML, PHP, SOAP, REST, .NET, ruby, ruby on rails a plus.
- System administration experience and development experience highly desirable.
CUSTOMER SUPPORT EXPERIENCE / REQUIREMENTS:
- Excellent people skills.
- Proven ability to clearly and effectively interact and communicate with customers in a friendly and personable manner via multiple channels (chat, phone, email).
- Research, resolve, and respond to customer questions and callbacks (via chat, phone and email) in a timely manner and in accordance with established standards, policies, procedures and service level agreements.
- Use interactive tools including chat, forums, email, monitoring and other web based social media to exceed customer expectations.
- Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
- Provide creative solutions to customer problems to ensure customer productivity.
- When appropriate, escalate issues to appropriate individuals based on established guidelines and procedures.
- Ability to exercise judgment using procedures and practices to determine the appropriate course of action.
- Attend training sessions and possibly assist in training workshops. Participate in cross/team projects that enhance the quality or efficiency of the Customer Support group.
- Be part of a team, with best in breed cost structure, operations, and execution quality.
- Passionate about customers and helping them reach their goals.
OTHER REQUIREMENTS:While performing the duties of this job, the employee is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must be able to lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
