Provide advanced technical support and assistance to a specific customer base, subscribing to a wide range of products and services. Proactively detect anomalies and performance issues, and bring to resolution to the full satisfaction of our customers. Utilize network performance monitoring tools to identify and analyze impairments that may affect services sold. Perform end-to-end trouble isolation and repair on physical and logical layer services by our customers and devise action plans on more complex issues, as well as oversee the execution of these plans. Utilize test tools and equipment to isolate the cause of impairments on the client, LEC or other provider networks. Interact with Customer Service Centers, Network Management Centers, client Operations Groups, LECs, Account Teams and Customers to facilitate isolation and repair of faults in the data and VoIP network within established baseline objectives. Keep customers and management updated on efforts aimed at restoration of their services. Maintain accurate logs of trouble isolation and repair efforts. Serve in leadership function for the first level NOC, providing guidance and assistance to other engineers, directing work flow as well as address more complex technical issues.
Requires a broad range of skills within a professional discipline to effectively perform routine to complex assignments; demands familiarity with principles, theories, concepts and technologies as well as applied knowledge of established procedures, policies and practices. Requires a thorough knowledge of Cisco Routing & Switching OR Cisco IPT OR Cisco/Aruba WLAN. Generally requires a technical degree, or equivalent, and 3-5 years of experience in a related discipline. Cisco CCNA Collaboration certification or Cisco CCNA Wireless (CCNP preferred).
(Additional qualifications to the minimum based on the specific needs of the requisition.):
Technical degree in engineering, computer science or telecommunications or equivalent plus 5-9 years of experience in Network management, customer maintenance, switching terminal or field operations required. Fluent in many Networking protocols including IP Telephony (SIP, H.323, etc.). Active certification such as CCNP, ITILv3, and Cisco Voice are preferred. Knowledge of transmission principles and at least 3-5 years of IP networking experience. This individual must possess a solid understanding of TCP IP, including sub-netting, routing protocols and the OSI model. Exhibits broad knowledge in additional protocols, VoIP, wireless data, LAN Networking media types such as Ethernet. Exhibits broad knowledge in Network Service offerings such as Frame Relay, ATM, IP/VPN, MPLS and PIP as well as a complete understanding of Wide Area Networking media such as T1, T3, Ethernet and POS, etc. Exhibits knowledge in voice and/or wireless technologies. Ability to use specialized diagnostic tools. Strong project management/program management experience and use of the Microsoft and/or Google suite of office products desired. Strong customer service and interpersonal skills required. Demonstrated effective verbal and written communications skills are necessary. Ability to prioritize and multi-task. All candidates must be able to work ALL shifts, holidays and weekends in a network operations center environment. Must be able to be on-call if required.