Network Support Technician-VTXC

Job Description

Job Description

SUMMARY

The technician monitors the core network along with other commercial circuits 24/7, process trouble tickets/orders, and assists field technicians over the phone.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Monitor 24/7 commercial circuits and core/wireless networks internally.
• Assist field technicians out on location with new installations, upgrades, or troubleshooting.
• Serve as a Tier 2 for Technical Support (Tier 1) in advanced troubleshooting for Wireless, FTTH, and Hosted phones.
• Create/update/review any new or existing trouble tickets pertaining to trouble, access control, or outages for core network issues and/or central office locations.
• Maintain logs of weekly or monthly maintenances and testing.
• Review Cisco and Nokia information, stats and troubleshooting tools within.
• Serve as primary liaison between 3rd Party vendors associated to VTX1 and keep them informed of expectations, processes and procedures, support information and company information as needed.

• Acts as a liaison between internal departments to escalate, prioritize and resolve problems in a timely manner.

• Maintain compliance with all relevant OSHA, safety or departmental specific standards as directed by supervisor.
• Other duties may be assigned.

EDUCATION and/or EXPERIENCE

Technical background: Network Operations Center or Technical Support in a call center environment is desired. An ideal candidate is knowledgeable in Microsoft’s Windows operating systems and basic networking. High school diploma or GED required. Associate’s degree or technical certification is a plus

Must have a valid Driver’s License and insurable record.

Must pass pre-employment screen, physical and background checks.

OTHER SKILLS AND ABILITIES

• Must be self-starter.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Must be to work with little or no supervisory assistance.
• Ability to work in a team environment.
• Proficient keyboarding is highly desired (40 WPM.)
• Candidates must be able to work a monthly rotating shift covering 24/7, including holidays.
• Bilingual (English/Spanish) is preferred to provide quality service to customers.