IT Support Specialist
Company: Randstad USA
Location: Sunnyvale
Posted on: January 12, 2021
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Job Description:
job summary: Have you ever thought of what it might be like to
work for a Top Fortune 50 company ? This could be your chance. We
are now seeking a Support Specialist to join the team. We are
looking for someone who is passionate about monitoring and
technical support and willing to improve our customer's experience
with our front-line support team. Specifically we would like
someone who has experience helping users to troubleshoot network
connectivity issues and are comfortable working with IP addresses
and other high level networking technologies. The preference would
be for someone who has worked in an Internet Service Provider,
Mobile Phone company or on an internal IT Helpdesk in the NOC or
similar L1/Monitoring positions. location: Sunnyvale, California
job type: Contract work hours: 8 to 5 education: Bachelor's degree
experience: 2 Years responsibilities: Responsibilities Perform
product/network metrics monitoring and L1 support (First Level
Analysis - FLA) for MOSE oncall during office hours (Monday-Friday)
and weekends. It includes Acknowledging the alerts, performing FLA,
classifying the alert and escalating to right team as needed with a
high level of accuracy and within committed SLA. Work closely with
global MOSE team and L1 contractors for day to day FLA on-call
duties. Onboard new partners to the respective Partner Portal (MPP,
AI, XPP,) Handle non-technical / templated support request to /
from our partners (Example: Carrier, ISP, Actionable insights,)
Work closely with the vendor and internal teams for issues related
to remote sim card testing solutions. Proactively reach out to
Partners to ensure updated IP lists are applied correctly on the
systems (Example: FB, WA, IG,) Review and apply setting change
requested by partners: (Example: Partner profile settings, MCC-MNC,
Carrier IPs, ASN, MPP user configuration). Assist MOSE team on ad
hoc request to support engineering projects, QA review, provide
support for new product on boarding to MOSE team and so on, Provide
suggestions to improve support processes, L1 triaging flow and
other workflows in MOSE team; Work with MOSE team to manage and
maintain CMS content for powering FAQs and docs on the portal.
Monitor team's group mailboxes. Expected to provide weekend support
during normal office hours, depending on Teams' requirements.
qualifications: Requirements 2 years experience providing customer
or enterprise monitoring and/or support in a technical (preferably
telecommunications) environment Knowledge of Networking protocols
(TCP, UDP, DNS,HTTP) and working experience with IPv4/IPv6 is a
Must. Highly detail focus, with an ability to execute standard
workflows while also adapting appropriately when necessary.
Collaborative team player with great personality and "can do
attitude" Excellent written and spoken communication skills.
Ability to read and write technical manuals and documents. Basic
understanding of telecom concepts such as SMS, VPN, Mobile data,
roaming scenarios and GPRS call flows will be an added advantage.
Experience with SIGOS/ HeadSpin or any other remote testing
platform platform will be an added advantage. We need to have
candidates who are flexible with occasionally working on weekends
skills: Other Equal Opportunity Employer: Race, Color, Religion,
Sex, Sexual Orientation, Gender Identity, National Origin, Age,
Genetic Information, Disability, Protected Veteran Status, or any
other legally protected group status. Qualified applicants in San
Francisco with criminal histories will be considered for employment
in accordance with the San Francisco Fair Chance Ordinance. We will
consider for employment all qualified Applicants, including those
with criminal histories, in a manner consistent with the
requirements of applicable state and local laws, including the City
of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
Keywords: Randstad USA, Sunnyvale , IT Support Specialist, Other , Sunnyvale, California
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