Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. Join the Five9 Network Operations Center team for an exciting opportunity to play a key role in maintaining Five9 Cloud Call Center Services and Application Delivery. The NOC Tech position plays an important roll in providing customers with excellent service.
This positions reports to the NOC Supervisor.
Key Responsibilities:
- Entry level NOC position.
- Monitor and identify events, proactively resolving issues.
- Follow Standard Operating Procedures performing day-to-day maintenance on Five9 Network, Telecom and Cloud systems.
- Report all service impacting issues within 5 minutes of detection.
- Respond & resolve customers escalations within the SLA window.
- Turn up customer applications & services in accordance with standard procedures.
- Open and track to resolution carrier and internal tickets.
- Internal & external incident notifications.
- Monitor network security and report and document any breaches.
- Perform daily, weekly monthly and quarterly maintenance procedures as defined in the Operational Guidelines.
Required Experience
- 1-3 years recent relevant experience providing customer support, performing maintenance, monitoring and configuration work, in a 7x24x365 technical operation environment.
- Technical knowledge in at least one of the following categories: Telephony, Networking, Systems Administration.
- Experience with CRM ticketing systems and coordinating workflow with other departments.
- Must be willing to work shifts and participate in on-call rotation (Days/Nights/Weekends).
- Ability to communicate clearly with the Global NOC’s internal & external customers.
- Associates degree from a college or trade school in computer science, engineering or related technical discipline or equivalent relevant work/military experience.
Desirable Qualifications/Experience
- Knowledge of Microsoft Office.
- Knowledge of Windows / Linux.
- Understanding of voice or data networks and protocols.
- Familiarity with telecom & network carriers their portals and ticketing procedures.
- Good team player.
- Strong communication skills (including English).
- Strong analytical & problem-solving skills.
- Ability to work under pressure.
- High level of self-discipline.
Benefits:
- Five9 Shares
- Bonus Scheme
- 10% Flexi Benefit
- Meal Allowance
- Medical Insurance
- Life Insurance
- 25 day Annual Leave + Public Holidays
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal. Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
