Network Technician - Second Shift

Insight Globals' Client is a leading Telecom / Cable operator in the U.S , serving about 1.9 million homes and businesses across multiple states, offiering broadband internet, IPTV, digital phone, and related services. About the Role Business Operation Support 6 Month Contract-To-Hire Hours: 12AM - 9AM (Overnight Shift) Days: Sunday - Thursday Provide Tier 2 level of support for all Business products (HSD, Email, Web Hosting, Voice, CATV, SIP and HICAP) including diagnosis, troubleshooting, consulting, problem escalation and coordination. Responsibilities Provide Tier 2 level of support for all Business products (HSD, Email, Web Hosting, Voice, CATV, SIP and HICAP) including diagnosis, troubleshooting, consulting, problem escalation and coordination. Must be able to quickly diagnose and recognize customer, carrier, and far end issues and take correct steps in securing problem resolution. Assist with testing, certification and implementation, and support of new WOW! Business products as they are introduced. Successfully coordinate interaction among Business customers, network administrators, vendors, technicians, service providers and personnel, using effective verbal and written communication skills. Perform daily maintenance/monitoring activities of the Business Network. Recognize observed security, infection, DoS issues and recommend resolution steps. Gather data and prepare reports to measure the effectiveness of our service and support activities as required by management. Document all technical issues/solutions in the company ticketing or billing systems. Respond in a timely manner to trouble tickets and incoming calls as they are presented to BOSS workflow queue, solve issue and respond to the customer, or elevate to a business field tech for service call. Must have excellent oral skills to provide instruction to the customer over the telephone. This involves anticipating customer responses and motivating customers to execute correct troubleshooting steps. Ability to work scheduled shifts and participate in On-Call rotations as designated by management to meet business needs. Other necessary clerical work as defined by management, including research, filing, assistance with mailings, and other related duties. Monitor Data Center critical systems: Security, Power, HVAC, and provide Hands & Feet support when required or requested by leadership. All other duties as assigned. Qualifications 3+ years in the telecommunications field. Required Skills Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs to include IP Network Sub-Networking. Familiar with various networking fundamentals related to routers, switches, LAN, MAN, WAN, DS3, OC-x, CSU/DSU and other CPE. Strong trouble shooting skills. Virtualization experience (This is flexible- IDEALLY know about vmware/VM's). Previous experience providing technical support in a call center environment or equivalent. Proficient with word processing and spreadsheet software, Internet software and email. Ability to learn billing software systems and access online support/tools. Must have a solid understanding of local, long-distance and toll free telephony, recognize and assist in resolving LNP porting, LIBD, PAC, telephony features, VoIP, and customer premise equipment. #J-18808-Ljbffr Insight Global