Job Description:

EOC Sr. Specialist

Job Locations

US-PA-Norristown

Overview

The Senior Specialist position will work closely EOC Systems Engineers growing knowledge to becoming a full stack specialist in TierPoint technology disciplines. The primary goal of the Senior Specialist position is to increase EOC resolution, support EOC Analysts and Specialists in day to day technical questions and increase EOC knowledgebase. The Senior Specialist is a prerequisite to apply for other Service Delivery positions.

Responsibilities

Provides quality internal and external customer service surrounding the Company values.
• Primary focus of Senior Specialist is to continue to perform EOC responsibilities while focusing on growing their knowledge on all TierPoint technologies.


• Relieve pressure to MSO teams acting as a frontline for any escalations coming from EOC


• Provides feedback on additional knowledge articles, reference tools and training needed to EOC leadership.


• Provides input on increasing EOC resolution rates based on trends and learned lessons


• Other duties as assigned.

Qualifications

• Experience and knowledge with Microsoft office products, including Sharepoint, Word, Visio, Powerpoint


• Ability to deliver high quality documentation paying attention to detail


• Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures


• Adequate professional experience and knowledge to perform Job Responsibilities


• Excellent verbal, written, and interpersonal skills


• Ability to prioritize and organize effectively


• Ability to work on multiple projects simultaneously


• Ability to work both independently and with others


• Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines


• Proficiency in using MS Office Suite and Windows-based computer applications

Preferred Experience

• 1 to 1 years' experience in EOC as a Analyst/Specialist


• Prior experience particularly in the data center industry