Customer Support - Network Operations Center (NOCS)

Provide Tier 1 or Tier 2 support internal external customers NOC/call center that works remotely with field technicians.

ROLES & RESPONSIBILITIES:
1) Open, update and close trouble tickets - Proficiency measured primarily by installation trouble tickets work/completed and handling calls, as well as quality based metrics for the team.
2) Requires a well rounded knowledge of networking concepts, networking implementation, and software concepts and use. required in the testing and analysis of all elements of the network facilities. 3) Assists in the rapid assessment of both the nature and severity of customer problems and initiates calls to various support organizations as needed.
4) Manage the installation and remote troubleshooting of Linux Servers and various manufacturers of switching and routing equipment.
5) Manage personal phone queue and handle multiple forms of electronic communication related to the project.
6) Maintains documentation of daily operations.
7) Install and test commercial networks.
8) Effectively communicate with clients and various levels of management.
9) Provide and document consistent accurate and detailed analysis of issues for each installation.
10) Assists in the collection of customer requested data such as traffic reports.
11) This position may be responsible for contributing to company compliance with environmental laws and regulations as applicable to its job function.
12) 24 X 7 operation.

SKILLS:

Experience with subnetting and be able to segment IPs into smaller groupings. Will be expected to provide and document consistent, accurate and detailed analysis of issues for each installation.