Benjamin Phillips Email & Phone Number

Baltimore, Maryland

Process and prioritize in-coming customer phone calls, emails, and job ticket questions and/or requests for service-related assistanceUtilize the trouble ticket system to log all requests and problems/resolutions including documentation of special requests and customizations considered important for future supportMonitor the operational support systems to proactively identify service impacting events relating to IT, network and facility conditionsCheck-in customers to provide them with physical access to their servers and equipment using a strict level of security protocolCommunicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requestsEscalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution

Handle Tier 1 job tickets such as print server refresh, tape back-ups, setup of hardware for new hires, etc.Follow strict security protocol to allow customer access requests inside the data center using specific access control criteriaWhen necessary, enforce security protocols, for example, if a customer requests to remove equipment without prior notification or as per contractual obligationFollow shipping and receiving procedures to ensure the secure transport of materials to and from the facilityProcess and prioritize customer and employee technical requests by phone, e-mail, or in personUtilize the trouble ticket system to log all requests and activities including documentation of special requests and customizations considered important for future support