NOC Technician @ Five9 | Simplify Jobs

Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.

We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.

Join the Five9 Network Operations Center team for an exciting opportunity to play a key role in maintaining Five9 Cloud Call Center Services and Application Delivery. The NOC Technician position plays an important role in providing customers with excellent service and is a great entry level technical role to join the Five9 team. This position will be based in San Ramon and will require the person to work the night shift hours (which entails a 15% pay increase).

Key Responsibilities:

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

Required Experience:

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

Desirable Qualifications/Experience

Interested in technology
Problem solving skills
Knowledge of Microsoft Office
Knowledge of Linux
Experience with ticketing systems

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Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.

View our privacy policy https://www.five9.com/pt-pt/legal.
California residents, view our Privacy Notice here: https://www.five9.com/legal/candidatenoticeca.

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Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.