Company Overview

Our client offering services to companies with a full range of technology solutions, including digital security, IT consulting, voice, data, cloud services, broadband Internet, satellite telephony and business continuity. In the residential market the company also provides stable and reliable voice and Internet solutions.

Job Summary

Provide 24-hour surveillance and tier-1 troubleshooting for network and customer issues to comply with Service Level Agreement (repair time and follow up) and notification process (outage alerts and customer follow up).

Responsibilities

• Effectively handle customer service repair and troubleshooting calls to assure repairs requests are properly reported and completed according to standards and procedures.

• Answer incoming phone calls and handle customer requests via Remote Assistance, which may include, but is not limited to: CPE configuration changes, SoftSwitch changes to clients ISDN-PRI circuits, PBX lines and SIP lines, etc

• Responsible to investigate network outages to determine root cause, and provide recommendations for changes in processes & procedures, or network configuration to prevent recurrence of similar outages in the future.

• Ensure customer’s service is operational within specified repair time frame based on our SLA’s.

• Effectively maintain customers informed of their repair status based on our SLA’s.

• Update internal repair order tracking system on a regular day basis including any incidents related to the Network Performance.

• Notifies all internal groups of any major outages or network incident as per outages procedures or guidelines protocol for such incidents.

• Monitor Customer Premise Equipment and perform troubleshooting, provide solution to customer by diagnosing problem and if necessary referring to NOC 2nd Level, RFT, NEO, or Provider.

• Monitor Network and perform troubleshooting resolve incidents and if necessary refer to NOC 2nd Level, RFT, NEO.

• Monitor systems alarm and provide support for any job under a Method of Procedure (MOP) in progress.

• Follow company policies and procedures to meet relevant company-wide statistics.

• Responsible of routine inspection of support systems such as emergency power plants, battery room, climate control, lab equipment, air conditioning and UPS Systems.

• Responsibility for rotation of day and night shifts and weekends.

• Performs all other duties as required

Requirements

• Associates Degree and three years of equivalent experience in related field and/or training or equivalent combination of education and experience. Experience in outside plant required.

• Knowledge of network topology or equivalent 2-year experience in maintenance and repair.

• Experience in networking and telephony.

• Experience or training of TCP/IP/UDP/ Complete understanding of TCP/IP suite such as Upper Layer Apps and Services, Transport Layer, Network Layer, Data Link Layer and Physical Layer.

• Knowledge in troubleshooting and diagnostic of service interruptions in all types of transport used in the telephony business for commercial customers.

• Knowledge in troubleshooting internet routing protocols. (OSPF,BGP, etc).

• Advanced knowledge in testing DS1 & DS3 circuits.

• Must be self-motivated to Follow-up with customers to ensure 100% satisfaction with all work completed.

• Knowledge or training of VOIP (SIP/ MGCP). Experience troubleshooting VOIP in different scenarios including/but not limited to restoring problems with signaling, CODECS, Packet Loss and Transport.
• Experience in troubleshooting and diagnosing service interruptions in all types of transmission transport used in business telephony.

• Experience in phone support and troubleshooting of client communication networks.

EEO
“Somos un patrono con Igualdad de Oportunidades en el Empleo y tomamos acción afirmativa para reclutar a Mujeres, Minorías, Veteranos Protegidos y Personas con Impedimentos.”