Job Summary

The Service Center Technician position is the focus point for all customer contact for Terremark.  This position is dedicated to meeting or exceeding expectation of both internal and external customers in a 24 X 7 operational environment.  The Service Center Technician position acts as the Single Point of Contact (SPOC) for documentation, identification, classification, prioritization, tracking and resolution of any and all customer issues.  This position will use critical thinking skills to evaluate problems and take appropriate actions to resolve them.

Terremark Worldwide is a leading global provider of IT infrastructure services delivered on the industry's most robust and advanced operations platform.  Leveraging purpose-built datacenters in the United States, Europe and Latin America and access to massive and diverse network connectivity from more than 160 global carriers, Terremark delivers government, enterprise and Web 2.0 customers a comprehensive suite of managed solutions including managed hosting, colocation, network and security services.

This position will immediately escalate any issue that cannot be resolved to the appropriate internal Terremark support team for resolution.  The Service Center Technician will continuously monitor any open ticket issue to ensure appropriate actions are being taken to resolve the issue regardless of where the responsibility resides within the Support Services Organization.  This position is responsible for communicating to the customer on issues which may in any way adversely impact that customer’s business or operation.

Knowledge, Skills & Experience

The ideal candidate will possess an Associate’s Degree or 1-3 related service delivery experience in a customer facing role. Excellent Customer service skills are mandatory. Applicant must have solid skills in Microsoft Office Suite: Word, Excel, Access, PowerPoint and Outlook. Experience and/or skills in basic networking systems support is a plus.

Essential Functions, Duties, & Metrics

Properly documenting all customers contact and/or related information

Updating, controlling, and regulating customer access list information

Creating, monitoring, and modifying relevant trouble tickets

Resolving customers issues in a rapid and professional manner

Escalating any and all issues which cannot be resolved to the Service Center Manager

Candidate must be willing and available to work in a 24X7 environment

Employment requirements may include Background and Credit Check, Drug Testing and/or Skills Testing.

Terremark Worldwide Inc...... is an Equal Opportunity Employer.