Network Operations Center

2 semanas atrás

Rio Grande do Sul, Brasil Zelh Tempo inteiro

The **Network Operations Center (NOC) Operator** is responsible for the daily monitoring, ticket handling, and incident response activities within Velociti’s Network Operations Center (NOC). Reporting directly to the NOC Manager, the Operator ensures adherence to established workflows, service level agreements (SLAs), and escalation procedures in support of Velociti’s Siteshield platform and connected systems.This role plays a vital part in delivering timely and effective support for Velociti’s customers by maintaining SLA compliance, ensuring accurate incident documentation, and escalating issues appropriately. Operators will collaborate with internal and external teams while working remotely to provide consistent, reliable coverage.**Position Responsibilities**- Ticket Handling & Escalation_- Monitor, triage, and resolve incoming support tickets across multiple connected systems.- Follow documented workflows and suggest updates to improve ticket handling andescalation instructions.- Escalate incidents to higher-tier support, engineering, or field services as required,ensuring accurate documentation.- SLA Compliance_- Manage and resolve support tickets within SLA requirements across different customersand ticket types.- Prioritize incidents based on severity, customer impact, and SLA commitments.- Assist in reporting SLA performance to management and proactively recommendimprovements.- Operational Support_- Monitor system alerts, dashboards, and reports to proactively identify potential issues.- Document root cause details following incident resolution.- Provide daily operational updates to the NOC Manager.**Working** **conditions**:- Working schedule**:8 am - 5 pm CST, Monday - Friday**- ** Remote mode of work**- 10+ business days of paid time off- Team building and corporate events- Equipment provided- A supportive team**Qualifications & Competencies**Required:- 1-3 years of experience in a Network Operations Center, IT support, or service desk role.- Familiarity with ticketing workflows and escalation procedures.- Good English reading and writing skills (clear communication required).- Strong organizational skills with the ability to manage multiple tickets and priorities.- Ability to work independently and remotely while following established procedures.Preferred:- English fluency (spoken and written).- Experience with Zendesk Support, Zendesk Knowledge Base, and Zendesk Explore.- Ability to create reports and dashboards to measure SLA KPIs in Zendesk.- Familiarity with Salesforce Service Cloud, especially Salesforce-Zendesk integration.- Exposure to network infrastructure, surveillance systems, or connected IoT environments.

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