We have an exciting opportunity available for a Mission Control Technician to join our team in Europe to support and monitor our ever expanding member sites. We will be taking the follow-the-sun model and have teams in AMER, APAC, and EMEA to help support the ever growing number of sites across the globe. Our Mission Control Engineers monitor, troubleshoot, and resolve issues that affect the availability and performance of the WeWork sites. The Mission Control is the frontline of defense in making sure our members have an unrivaled experience. Furthermore, our Mission Control Team is responsible for reporting on issues and performance, performing required maintenance, and working closely with the Network Services, Tech Services and the Building Services teams to improve monitoring, troubleshooting, and response times.
Duties & Responsibilities (including but not limited to):
Monitor all production networks, servers, applications and services and respond to alerts according to standard processes.
Track and manage incident tickets fully to ensure proper operational metrics are captured and maintained.
Own the tickets that come in from both internal and external requests
Ensure that there is always eyes on the ticket and making sure that the customer is not left hanging on a problem. Either resolve the ticket within Mission Control or escalate the ticket to the appropriate team.
Represent the Mission Control in meetings/process changes and make recommendations on new procedures/ processes.
Collaborate with various technology teams for issues resolution.
Communicate with IT stakeholders on the status of issues.
Create and maintain knowledge base articles, policies and procedures.
Perform audits and document existing WeWork sites.
Create site documentation (Rack Elevations, As-builts, Network Diagram, Take notes of any anomalies, Fix any anomalies that are fixable, Convert as-builts into configuration for network devices, Perform firmware and code upgrades)
Fully document and communicate shift-turnover reports.
Execute documented run books as documented for diagnosis and remediation of issues.
Skills & Experience required:
3+ years of experience in a similar role.
CCNA, CCNP Certifications or equivalent.
Must be willing to work shifts which will at times include weekends and holidays.
Strong knowledge of CLI, and the difference between a Windows cmd, Window versus a Mac OS, terminal window and the cli of a network device.
Strong know how around Private VLan.
Team-oriented with exceptional interpersonal and communication skills.
Calm and collected in stressful situations, such as a major service outage.
You enjoy and excel at learning new skills and technologies.
Must be comfortable working in a fast-paced environment with a highly technical team.
Ability to thrive within an environment that relies heavily on the principles of teamwork.
Strong written and verbal communication skills.