Gcc Analyst Ii

Overview
GCC Operational Support - based Blanchardstown.
Having recently relocated our Global Command Centre to Dublin we are excited to have some great new opportunities to support our mission critical Data Centers.
We are looking for Critical Operations Support to join our new Global Command Center team based in Dublin.
This is a day-shift role supporting the global team for our customers and involves monitoring alarms, handling incidents and managing escalated communications effectively.
What Youind Youind?
(What Youind Youind)
You should have knowledge and experience with facilities centers, confidence in dealing with clients over the phone, and the ability to manage critical escalations calmly and professionally.
This role operates on a shift pattern.
What You'll Do
Provide Tier 1 and Tier II network and customer service support for mission critical 24/7 Data Centers
Provide Tier I direction and coaching for customers portal usage
Receive, triage and action incoming phone calls, emails and portal tickets from internal and external customers
Monitor and action Alarm platforms to ensure all major or critical alerts are dealt with within SLA
Generate and publish internal and external customer notifications and updates relative to Incidents, Maintenance and Advisories specific to site or regional impact
Provide proactive and reactive assistance for external customers specific to site operations, connectivity product and customer portal issues and questions
Escalation point for issues escalated from junior team members where appropriate
Provide support for the DLR network environments including problem solving, ability to take ownership of unfamiliar tasks and problems and see through to completion, or escalate as needed
Detects and analyzes alarms to provide basic troubleshooting, escalating to Tier III and management if necessary
Prioritize and triage work properly to meet established KPI measures and commitments
Provide effective communication with Tier III and management to ensure issues that are escalated receive immediate attention
Provide thorough documentation of Incident, Maintenance and Problem details in near real-time using existing systems & tools
Maintain and update current knowledge and skills through internal and external training, continuing education and professional associations
What You'll Need
1 year of experience working in a Network Operation Center, Contact Center or equivalent
1 year of experience providing customer service or technical support or equivalent
Excellent written and oral communication skills, able to engage with colleagues and customers and diffuse difficult situations
Ability to multi-task and prioritize job requirements
Discipline and commitment to meet deadlines
Self-motivated and able to work on issues independently with limited supervision
Effective organizational skills and attention to detail
Basis skills with Microsoft Operating Systems, Office Suite and Visio
CCNA or equivalent certification preferred
Your work schedule
This position is shift based and you will be required to work on a rotating schedule.
You will work alternate 4-day and 3-day weeks.
Every other week you will have 4 days off.
The shift hours may change over time as we add new regions.
The role is based in Blanchardstown, W Dublin
A Bit About Us
Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions.
PlatformDIGITAL, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges.
Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.
What We Can Offer You
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.
We offer a supportive and inclusive environment with development opportunities to build a rewarding career with us.
Our Compensation Philosophy
Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions.
Seniority level
Entry level
Employment type
Full-time
Job function
Business Development and Sales
Industries IT Services and IT Consulting
Dublin, County Dublin, Ireland
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