Job Purpose/ Summary:

      Assists customers who are experiencing procedural or operating difficulties.

Job Duties/ Responsibilities:

·      Work with customers via phone and/or email to troubleshoot problems, answer questions, teach/instruct regarding problem resolution, and otherwise resolve their issues.

·       Provide first level of contact and create a ticket for each call.

o  Update tickets with appropriate troubleshooting steps completed.

o  Close tickets with resolution entered upon completion of the job.

o  Follow appropriate escalation procedures.

·      Determine the most effective manner to resolve customer's technical issue. Engage in research and in-depth troubleshooting to resolve technical issues. Consult with a specialist as needed.

·      Identify alarms, raise requests, and perform basic diagnostics of the problem, and dispatch as required to the appropriate Carriers or field service technician.

·      Resolve escalated Help Desk or Monitoring tickets in a timely manner.

·      Accept, track, and log all activity for incidents and resolutions in ticketing system in accordance with defined Service Level Agreements (SLA's).

·      Identify and escalate situations requiring urgent attention.

·      Make correct configurations on firewalls, switches, and gateways.

·      Participate in training to increase knowledge and be able to assist with more complex issues.

·      Grow knowledge of Network Operations Center (NOC) procedures and services.

·      All other assigned duties and responsibilities not otherwise listed above.

Job Requirements and Qualifications

Education:

·      Bachelor's degree in Computer Science, Engineering, or related major or equivalent combination of education, training, and experience.

Experience:

·      Previous experience in a NOC or related position a plus.

Licenses, Certifications, and Screenings:

·      Upon hire, must pass background screen to include employment history, college education, and license/certification verifications, and criminal check.

·      CCNA 2 certificate required.

Knowledge:

·      Knowledge of wireless network deployments.

·      Working skills with switching technologies/concepts (i.e. Spanning-tree, VLAN, 802.1q, SPAN, VACL and EtherChannel).

·      Understanding and experience with BGP, OSPF and VRRP.

·      Experience with basic routers / firewalls and NAT (Network Address Translation).

Personal Attributes:

·      Excellent verbal, written, and interpersonal communication skills, including the ability to communicate tactfully and diplomatically with customers; must be able to clearly communicate in English.

·      Attention to detail.

·      Ability to work under pressure in a fast-paced environment and maintain professionalism.

·      Ability to work independently and in a team setting.

·      Ability to multi-task assignments and follow process flow are required.

·      Strong customer service orientation.

·      Willingness to complete training modules.

·      Proven track record of punctuality and consistent attendance.