Global Network Support

Network Support

Position : Network Support

Location : Irving TX

We are looking for a highly assertive person who has innate leadership capabilities and does not hesitate to provide thorough input and clear direction under high pressure situations. We need someone who can field a phone call from executive leaders and provide a proper executive status update without apprehension. This person will be accountable for their vendor relationships and ability to influence these vendors to provide best-in-class service to Client.

Daily Responsibilities

Provide vendor support for Client’s global network with a focus on network infrastructure globally:

• Create reports that demonstrate vendor performance and SLA adherence
• Coordinate weekly, monthly, quarterly performance reviews with vendor account managers
• Cultivate close relationships with vendors at the operational, account and executive levels in order to facilitate quick engagement during major incidents
• Create Service Improvement Plans for vendors to execute against and measure progress
• Compose and distribute professional correspondence to internal and external audiences
• Provide timely response to internal colleagues, partners, business clients, vendors, etc.
• Coordinate conference calls with vendors and internal technical teams to conduct in-depth technical reviews of ongoing incidents
• Communicate with management to provide frequent status updates regarding the incident and status of the remediation efforts by our vendors
• Assist with other departmental service level management responsibilities as needed

Qualifications / Requisite Knowledge Base

• Basic knowledge of enterprise technology solutions.
• Basic knowledge of TCP/IP communications and/or telecommunications.
• Minimum 3 years experience working in a corporate IT support environment.
• Minimum 2 years experience working with Microsoft Office products or similar.
• Experience communicating effectively with culturally and linguistically diverse teams.
• Experience visualizing, creating and maintaining useful metrics that assist with operational oversight and identify areas of improvement.
• Familiarity with IT Service Management applications, like ServiceNow.
• ITIL v3 Foundations certification a plus.

General Attributes, Characteristics, and Capabilities

• Communicate with clarity, tact and credibility.
• Ability to influence others and act with authority.
• Ability to prioritize workload to preserve momentum on critical tasks.
• Analytical mindset required to resolve issues in a variety of complex situations, without direct supervision.
• Excellent customer service skills.
• Strong work ethic and leadership qualities.
• Thrives on challenges and ability to react with urgency on a frequent basis.
• Ability to operate within tightly controlled procedures and meet multiple deadlines.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Irving, TX: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location