Vacancy caducado!
- Embody quality service by providing a reassuring voice during the resolution of a client's networking or technical difficulties
- Troubleshoot network service issues via phone, trouble ticket, email and client portals by providing expertise on intricate issues, including wide area (WAN), local area network (LAN), fiber and Voice technologies
- Ensure timely resolutions by maintaining an accurate database and documenting complex technical issues concisely for repair teams
- Coordinate resolution efforts with additional departments while monitoring and apprising clients
- Improve department processes and technologies through the investigation and identification of the root cause of technical problems
- Support efforts to enhance the client experience through process reviews, analysis and recommendations to leadership
- Perform additional duties related to the position as assigned
- Two or more years of technical support experience in a Technical Assistance Center (TAC), NOC or operations center environment
- Two or more years of network troubleshooting in an operations center
- Two or more years of experience working with either fiber-based networking or managed services, such as Fiber Internet Access, High-Speed Data, Ethernet, Managed Network Services, Managed Security Services, Managed WiFi Services, Enterprise Trunking, Hosted Voice or Enterprise TV Services.
- Experience with network protocols, radio frequency (RF), routers, layer-2 switches, virtual private network (VPN), course wavelength division multiplexing (CWDM), hybrid-fiber coax (HFC) plant and delivery system, routing protocols and policies, Wi-Fi and voice over internet protocol (VoIP) platforms
- Skilled in troubleshooting technical issues, failed equipment, facility issues and escalating as appropriate to provide quality service
- In-depth knowledge of enterprise hardware and software technical environments
- Know the pros and cons of coaxial cable and fiber optics
- Learn quickly within a team environment
- Ability to thrive under pressure while making decisions independently, resolving issues and demonstrating a sense of urgency
- Proficient with Microsoft Word, Excel, PowerPoint and Outloo.
- Effective written and spoken English communication skills with all levels of an organization
- Bachelor's or Associate degree in a technical field or an equivalent combination of education, training and experience (required)
- Cisco or Juniper certification or equivalent industry-recognized certificate (preferred)
Vacancy caducado!