Location: Costa Rica
Job Description:
Mosaic NetworX is looking for motivated individuals to join our NOC team.
The NOC will be a world-class organization aimed at delivering the best in-kind services to our commercial customer base.
This role is responsible for monitoring, and maintaining services we offer to our customers by working with our internal Provisioning & Engineering Teams, along with our external vendors.
The NOC Analysts will be inquisitive information seekers focused on restoring services during an outage, determining the root cause, and identifying ways to improve our services.
On any given day, the NOC will be working on anything from a single customer issue with a field tech on site, to a turn-up of a new site, to a service outage.
Each day will bring new challenges with lots of opportunities for growth and improvement.
Specific Responsibilities:
Proactively update customers with ticket status and next steps per SLADrive tickets to resolution in a timely manner and escalate as neededTroubleshooting connectivity issues to the Internet or between customer sites across multiple technologiesWork with Engineering and Provisioning team members to turn up or troubleshoot servicesWork with 3rd party carriers and vendors to turn up or troubleshoot servicesAssist with coordination and communication during network eventsManage multiple tickets at the same timeIdentify process gaps and suggest recommendationsCreate and update trouble tickets to reflect the most current status of any open issuesCreate and update documentation and run booksResponsibilities may change due to business requirements Qualifications/Experience:
Excellent customer service skillsStrong attention to detailExcellent verbal and written communication skillsAbility to work independently to solve problemsBasic understanding of networking and computer systemsAbility to manage multiple tasks and communicate status to customers and internal stakeholdersAbility to effectively communicate across multiple disciplines and varying technical abilitiesAbility to follow complex technical procedures in order to troubleshoot the networkAbility to work off hours and perform on-call duties