Data Proactive Team Member

Last Updated: 2025-Mar-26
*** Please attach resume to application ***

Data Proactive TeaUpgrade to see actual infomber
Job Summary:
Provide proactive monitoring and timely responses to the alerts on all Allbridge platforms as well as treat the alerts in a sense of urgency based off on severity. Work with the property to recover down devices and or send a tech if the property is unable to work with us remotely or have the faulty equipment replaced if needed. This role reports to the Network Support Manager.
Essential Job Functions and Responsibilities:
• Monitor Skyway Dashboard, Email Alerts, Zabbix Alerts monitoring – Hosts and Services.
• Create a ticket and initiate contact to sites to troubleshoot and resolve Proactive monitoring cases.
• Notify properties of offline/down equipment through calls and/or email and provide options to send a technician to resolve or replacement the equipment if the property is unable to troubleshoot.
• Work on/Validate AGS Outage Cases that are auto created.
• Ensures excellent customer service experience with strong interpersonal skills, empathy and patience.
• Demonstrates sufficient composure to remain respectful and diffuse angry, stressed, or frustrated customers.
• Ability to make creative leaps in reasoning when the application of logic fails to produce a satisfactory resolution.
• Consistently treating all customers, internal and external, professionally, honestly, and respectfully.
• Accepts ownership and accountability of position responsibilities and strives to deliver results for customers that establish high standards, credibility, and quality performance.
• Other miscellaneous duties as assigned by management.

Knowledge/Skills/Abilities:
- Excellent telephone, verbal, and written business communication skills
- Conflict resolution and problem-solving skills required.
- Customer service oriented with good interpersonal skills; able to respond promptly to client needs, follow through and resolve issues in a pleasant and helpful manner.
- Highly detail oriented, organized and process focused with ability to multi-task.

Required Qualifications:
• Two – three years technical school or equivalent on the job experience
• 2-3 years of experience in data/HSIA Technical Support.
• Requires Certification in at least one of the following:
o Ruckus WISE 1
o Nomadix
o HP/Aruba ACSA
o Meraki CMNA
• Prior Salesforce experience is a plus.

*** Please attach resume to application ***