Control Centre Analyst
Providing highest level of customer service to Q9 customers using superior technical skills, by adhering to established internal policies and procedures and providing support on a 7x24 basis.
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Monitoring Q9 core network, peers and managed customer equipment. |
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Performing device administration and troubleshooting for managed services such as managed bandwidth, firewall, VPN, load balancer, backup/restore and servers. |
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Providing device and network level security through analysis of log files, viewers and Q9's suite of security tools. |
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Supporting Q9 domain name systems. |
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Monitoring Q9 power systems. |
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Responding to customer and partner phone calls, email and Control Panel tickets. |
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Following Q9 policies and procedures related to escalations, ticketing and change management. |
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Escalating to team leads and other Q9 technical escalation points as appropriate. |
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Proactively contacting customers when non-critical thresholds have been exceeded. |
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Staying current with technology through use of lab equipment, peers, reference materials and on-line resources. |
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Acting as specific technology champion for team, producing documentation and delivering peer training. |
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Participation in special projects as required. |
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Reports to Team Lead. |
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Strong grasp of TCP/IP, internet protocols, experience with high availability systems, internet/WAN routing. |
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Strong communication skills. |
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Expert level comprehension of core Q9 deployed technologies. Areas of specialty are: routing and switching, firewall, VPN, security, Unix, enterprise backups, and monitoring. |
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Well developed customer service skills. |
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Ability to work in a team environment. |
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Willingness to work a shift rotation. |
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