Your role
GCC Operational Support
Having recently relocated our Global Command Centre to Dublin we are excited to have some great new opportunities to support our mission critical Data Centers.
We are looking for Critical Operations Support to join our new Global Command Center team based in Dublin. This is a day-shift role supporting the global team for our customers and involves monitoring alarms, handling incidents and managing escalated communications effectively. You should have knowledge and experience with facilities centers, confidence in dealing with clients over the phone, and the ability to manage critical escalations calmly and professionally. This role operates on a shift pattern. We offer excellent career growth in a very stable sector, investing in internal promotions and supporting our employee’s progression and continuous learning. Additionally, our generous salaries and excellent benefits ensure your hard work is recognized and rewarded.
What you'll do
1. Provide Tier 1 and Tier II network and customer service support for mission critical 24/7 Data Centers
2. Provide Tier I direction and coaching for customers portal usage
3. Receive, triage and action incoming phone calls, emails and portal tickets from internal and external customers
4. Monitor and action Alarm platforms to ensure all major or critical alerts are dealt with within SLA
5. Generate and publish internal and external customer notifications and updates relative to Incidents, Maintenance and Advisories specific to site or regional impact
6. Provide proactive and reactive assistance for external customers specific to site operations, connectivity product and customer portal issues and questions.
7. Escalation point for issues escalated from junior team members where appropriate.
8. Provide support for the DLR network environments including problem solving, ability to take ownership of unfamiliar tasks and problems and see through to completion, or escalate as needed.
9. Detects and analyzes alarms to provide basic troubleshooting, escalating to Tier III and management if necessary.
10. Prioritize and triage work properly to meet established KPI measures and commitments.
11. Provide effective communication with Tier III and management to ensure issues that are escalated receive immediate attention.
12. Provide thorough documentation of Incident, Maintenance and Problem details in near real-time using existing systems & tools.
13. Maintain and update current knowledge and skills through internal and external training, continuing education and professional associations
What you'll need
14. 1 year of experience working in a Network Operation Center, Contact Center or equivalent
15. 1 year of experience providing customer service or technical support or equivalent
16. Excellent written and oral communication skills, able to engage with colleagues and customers and diffuse difficult situations
17. Ability to multi-task and prioritize job requirements
18. Discipline and commitment to meet deadlines
19. Self-motivated and able to work on issues independently with limited supervision
20. Effective organizational skills and attention to detail
21. Basis skills with Microsoft Operating Systems, Office Suite and Visio.
22. CCNA or equivalent certification preferred
Your work schedule
This position is shift based and you will be required to work on a rotating schedule.
Your initial training will run until end of August, and you will work 5 days per week 8am – 5pm.
Once training is complete shifts will be as follows:
12 hour shifts 5am – 5pm.
You will work alternate 4-day and 3-day weeks. Every other week you will have 4 days off.
The shift hours may change over time as we add new regions.
The role is based in Blanchardstown, W Dublin