Responsible for providing Tier II support to clients related to issues with assigned business unit products and services; respond to escalated tickets from Tier I support staff to issues that impact clients business operations; perform more advanced troubleshooting of routers and systems making adjustments within scope of responsibility; test modifications to systems to ensure operation before implementing for client's use; update information on trouble tickets as necessary, and close out trouble tickets when clients' issues have been resolved; work aging tickets to resolution, engaging appropriate higher level support teams as needed; provide backup support to Tier I, answering incoming client calls involving questions or issues with services being provided.
MAJOR JOB ACCOUNTABILITIES:
Network Operations Center Functions - Provide Tier II support to clients related to issues with assigned business unit products and services (e.g., VOC, data, etc.) while ensuring adherence to established corporate and departmental policies and procedures.
Respond to escalated tickets from Tier I support staff to issues that impact clients business operations.
Perform more advanced troubleshooting of routers and systems making adjustments within scope of responsibility.
Test modifications to systems to ensure operation before implementing for client's use.
Contact common carrier and work with them to resolve issues determined to be in their area of responsibility, acting as a liaison between them and the client.
Update information on trouble tickets as necessary, and close out trouble tickets when clients' issues have been resolved.
Work aging tickets to resolution, engaging appropriate higher level support teams as needed.
Provide constant communication to clients on any/all outstanding issues.
Provide backup support to Tier I, answering incoming client calls involving questions or issues (e.g., moves, adds, changes, service affecting issues, etc) with services being provided.
Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures.
May resolve Tier I problems (e.g., modify call flow, password reset, web feature modification, add/delete users, etc.) as needed.
Using various tools (e.g., Tivoli, etc), monitor circuits and network functions and activities for issues. Research Assistance - Assist in resolving routine issues by identifying issue(s) and researching in a timely manner.
Follow research through until resolution.
Document all issues thoroughly maintaining department files. Ensure all tasks are prioritized to assist in providing timely and quality services.
Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels.
Team Interface/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts.
Cooperate with team members to meet goals or complete tasks.
Provide quality customer service that exceeds customer expectations and improves level of service being provided.
Treat all internal/external customers, team members and department contacts with dignity/respect.
Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided. Related Duties as Assigned -
The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents.
Consequently, job incumbents may be asked to perform other duties as required.
Minimum 2 years experience in a network operations or technical support environment required. Technical Knowledge: Basic troubleshooting methodology knowledge preferred.
Cisco Certified Network Associate (e.g., Voice, Wireless, Security, Service Provider Operations) or higher designation preferred.
Based on departmental needs: Minimum 1 year experience with Cisco networking systems required.
Minimum 1 year experience with troubleshooting or configuring voice services required.
Minimum 1 year experience with call flow configuration required.
Other: Basic knowledge of Word and Excel required. This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers.
The nature of the work in this position is sedentary and the incumbent will be sitting most of the time.
Essential physical functions of the job include typing, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day.
Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day.
Set Hours — Based on departmental need, may be required to work weekend or evening shifts.
No information available
High School Diploma — College courses from an accredited college or university in computer science, MIS or a related field preferred. Advanced work in pursuit of a Bachelors degree (e.g., junior and senior year, etc.) in computer science, MIS, or a related field can be substituted for one year of technical support or network operations experience.
Go to: https://intrado.jobs.net/en-US/job/senior-technical-support-specialist/J3V2RN680489CWBSDMT. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above.