Successfully onboard new managed services customers, gathering needed information from customer IT staff and configuring customer/location/device information for the network monitoring software and support system.
Ensure devices are added/deleted to the monitoring and managed services systems promptly and correctly.
Provide customer demos and training as part of on boarding and ongoing customer training.
Maintain/update customer Standard Operation Procedures (SOPs) for use by support personnel.
Perform monthly and/or weekly reviews of customer network metrics and chronic issues.
Generate necessary reporting (e.g., network Availability, and Support performance data) for quarterly stewardship meetings with customers to ensure the support meets customer needs (and SLOs if applicable). Recommend additional services needed based on issues and resolution.
Train customers for ad hoc reporting if needed.
Work with Accounting as needed on monthly reconciliation of invoices and maintain tracking of disputes, credits, and resolution.
Maintain a high level of customer satisfaction and provide excellent communication.
Job Qualifications:
Bachelor's Degree preferred (Engineering, IT, MIS, Business) or relevant industry experience.
Experience with Network Monitoring Systems.
Proficiency in MS Excel or other data analysis tools.
Proven ability to deal with customers in a technical / network environment.
Excellent listening, written, and verbal communication skills, and the ability to consistently and cogently address our customers' needs.
Analytical problem solving.
Demonstrated ability to work on multiple projects and meet all project milestones and tasks on time.
Technical certifications (CompTIA Network+, Cisco, MS, etc.) or relevant field experience a plus.
3+ years experience in technical / network positions; or relevant experience considered.
Experience interacting directly with customers on technical / network issues.
Experience working in an NOC or experience with monitoring and/or ticketing systems supporting managed network services.