Job Description

Provide 2nd Line technical support to the NOC relating to Core & Control Room alarms and customer received reports of failed services.
Provide input into the creation of knowledge documents and procedures to ensure that the end users receive optimal service.
Ensure owned tickets are updated regularly.
Represent MSI in a technical capacity when interfacing with customers.
Represent Operations in internal discussions relating to fault investigation and trend analysis.
Provide informal training and support to resources in the NOC.
Liaise with and provide competent support to MSI 2nd and 3rd line technical support teams.
Own and drive enhanced/escalated faults within MSI and towards other vendors.
Strive to ensure that all fault cases are handled within defined SLAs.
Liaise closely with DSB counterparts ensuring common understanding relating to procedures etc.
Ensure provided tools are utilized to best effect t...