Analyzes and develops telecommunications networks supporting a wide range of capabilities, including voice, data, video, and/or wireless services. Develops designs and plans for installation and maintenance of telecommunications systems from project inception to conclusion.
Provides quality and excellent technical end user support. Has a strong customer service orientation and desire to embrace technology as a means of improving service. Strives to achieve a high degree of customer satisfaction by maintaining a high percentage of first call resolution.
Communicates positively and effectively with customers, technical experts and all levels of management/leadership. Communicates problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
Works in a team environment and consults co-workers and procedures to optimize problem resolution. Assists other team members as needed. Assists with documenting technical processes and procedures utilized by the team and its customers.
Telecom / Network Optimization
Works independently, or under only general direction, on requirements that are moderately complex to analyze, plan, program, and implement for network and telecom infrastructure.
Analyzes the problem and the characteristics of the information to be transported. Defines the problem and develops system requirements and network specifications. Closely coordinates with other information system professionals to ensure proper implementation of network services. In conjunction with functional users, develops alternative solutions and backup plans.
Logs, documents and closes customer incidents/requests through call tracking software and in accordance with established procedures. Receives, responds to and logs support calls from all areas via Help Desk phone line, email or through the web.
Proficient with Network protocols, media and Test Equipment. Router/Switch configuration.
Ethernet, IP, MPLS, VPRN and VPLS troubleshooting. Experience with Cisco VOIP, WAP, and switch/router hardware.
Understanding of Layer 1 (Physical Layer) such as copper loop, T1, DS3 and Fiber services. Understanding of Layer 2 and Layer 3 routing protocols including BGP, OSPF, STP, IPV6 and MPLS. Demonstrated understanding of LAN/WAN, TCP/IP and ADSL.
Understanding SIP, ISUP/SS7 signaling, DWDM technology. Telecom and transport circuit testing. Network monitoring Systems. Must have a good understanding IP Networking, VOIP, TDM technology, and T1/PRI.
High School Diploma or equivalent
Course training or degree in Information Technology or related field preferred
Minimum 2 years of Telecommunications/VOIP/ ISP NOC experience
Minimum of 1 year customer service experience including verbal, written, and phone