This position is primarily responsible for maintaining, and monitoring applications, networks, and associated equipment. This position is also the customer's first level of support within the Network Operations Center.
As the first level of support, this position will address initial customer issues, problems, and concerns. This position is also considered the customer technical entry point in Network Operations and is responsible for day to day Network Operations monitoring, maintenance, driving resolution to issues, shift integrity and special projects as assigned.
Monitor all systems and network to identify issues of concern.
Assist in the resolution of customer problems, issues, questions and concerns that are of a more routine nature, meeting or exceeding customer expectations.
Implement and maintain a service and support presence which will ensure / maintain continued satisfaction with the company, its products and services.
Provide technical expertise and system / network knowledge to support Customer Services efforts in researching customer problems, issues, and concerns.
Report line problems / outages to management and document troubles in ticketing system.
Support Network Operations personnel and Customer Services training and documentation activities.
Follow up and query Customers and vendors for feedback and customer service.
Participate on Product Teams and / or associated task forces. Five years of working in a technical environment, supporting networks, telecommunications, the cellular industry, data processing and / or information management in a technical capacity.
Experience with troubleshooting multiple networking and communication protocols (TCP / IP, Frame Relay, X.25, and SS7).
Understanding of routing protocols (BGP and OSPF)
Understanding of telephony concepts with hands on experience being a plus
Experience in a customer support function.
Must be able to work in a fast-paced multitasking technical and administrative environment
Experience in a UNIX / DOS / Windows in a workstation environment required
Strong professional written and verbal skills
Strong typing, communication, follow-up and possesses teamwork skills
CCNA or equivalent work experience
BS / BA in Engineering, Computer Science or equivalent work experience is a plus
Familiar with analyzing IS41 rev A, B and C messaging over inter-switch networks is a plus
Previous experience with Network Management Systems a plus
Cellular Switch experience a plus
Spanish a plus