Job summary:
the technical support associate plays a vital role in facilitating daily workflow distribution among available staff for specific command center functions.
* diagnose and resolve problems through troubleshooting and basic analysis, escalating issues as necessary.
* participate in testing activities, including creating and executing basic test scripts.
* evaluate the applicability of previous or similar experiences and assess options under circumstances not covered by procedures.
* communicate ideas and information in a clear and concise manner.
*key responsibilities:*
1. analyze technology infrastructure using monitoring systems to provide an immediate health check on incidents.
2. receive calls from internal clients or partners within cti reporting business-impacting high-severity issues requiring immediate engagement.
3. collaborate with command center management and technical support teams upon receipt of these calls.
4. provide rapid response to all actionable alerts to execute within the cti command center proactive-based support model.
5. recognize severe events through monitoring tools and engage command center management and technical support teams immediately.
6. assist in coordinating conference calls for in-depth technical reviews of ongoing incidents and notify management and business clients regarding critical incidents.
7. respond effectively when answering phone calls into the cti command center hotline, serving as the entry point for incidents into the support incident lifecycle.
*required skills and qualifications:*
* prior relevant experience is preferred for the technology infrastructure supported by the command center.
* availability to work 12-hour shifts with rotating start times and days off.
* strong written and verbal communication skills.
* effective analytic/diagnostic skills.
* ability to work with virtual and in-person teams, and work under pressure or to a deadline.
* demonstrated knowledge of operational process changes and improvement.
* experience in tandem, ibm, unisys, and open platforms.
* proficiency in english is necessary for engagement with global command center leadership (upper-intermediate).
*education:*
* bachelor's/university degree or equivalent experience.