NOC Technician
San Ramon
Posted on 12/7/2022

1,001-5,000 employees

Cloud based call and contact center software
Company Overview
Five9's mission is to empower organizations to transform their contact centers into customer engagement centers of excellence. The company provides software for managing omnichannel customer interactions including voice, SMS, chat, email, social, video, and more.
San Ramon, CA, USA
Experience Level
  • Able to work night shift hours and participate in on-call rotation (days, nights, weekends)
  • Experience or background in a military, technical or customer service environment
  • Ability to communicate clearly (both in writing and speech)
  • Able to follow direction
  • Attention to detail
  • Interested in technology
  • Problem solving skills
  • Knowledge of Microsoft Office
  • Knowledge of Linux
  • Experience with ticketing systems
  • Monitor and Identify events proactively resolving issues
  • Follow standard operating procedures performing day-to-day maintenance on Five9 Network, Telecom and Cloud systems
  • Test and turn up of SIP and ISDN trunk groups
  • Report all service impacting issues within 5 minutes of detection
  • Respond & resolve customer 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 and defined in the Operational Guidelines
  • Gather and report data on the health and operation of Five9 services