Network Control Technician
Liverpool

Role overview:

Event management is handled efficiently using alert systems like BigPanda, taking ownership of alerts and troubleshooting them with the aid of Runbooks and SOPs. Basic knowledge in Splunk and Datadog complements their ability to analyse and monitor system performance, while understanding API concepts and applications enhances their technical capabilities.

Their ITIL experience covers Incident Management, Problem Management, and Change Management, ensuring adherence to best practices in IT service management.

What you’ll be doing:

In the day-to-day operations, the individual demonstrates proficiency in ChatOps through Slack by creating channels, coordinating resources, and engaging with customers. This includes managing communication and collaboration among customer service representatives and high-level engineers to ensure seamless customer service. assist with user account management and basic security tasks such as password unlocks and guiding users through the process of creating tickets and directing them to standard operating procedures (SOPs) or Runbooks to resolve their issues.

What we’re looking for:

• Chat-Ops experience (Slack) - Creating channels / coordinating resources / engaging customers primarily through the Slack
• Customer service - working with customer service reps to high level engineers
• ServiceNow
• Confluence / JIRA
• IP knowledge - subnetting and general IP concepts like subnetting etc.
• Light Active Directory experience
• Basic security experience - helping with password unlocks / helping users create tickets and directing them to SOPs/ Runbooks to resolve their issues
• Experience with Office360 – Word – Outlook – Excel – MS suite etc…

Nice to Have:

• Streaming knowledge for games using MS Teams or other applications
• Event management - using an alert system BigPanda / or other event management systems / taking ownership of alerts and troubleshooting them using Runbook’s /SOPs
• Basic Knowledge in Splunk/ Datadog
• Basic Knowledge in API concepts and applications
• ITIL knowledge

Preferred Experience / Education:

• Three to five years or relevant experience
• A degree from a four-year college (i.e., BA. BS)