Network Operation Center Support

This position resides in a team oriented Network Operations group and reports to a Supervisor.

The Network Operations group is responsible for monitoring and maintaining the integrity of the Wi-Fi network. The ideal candidate will strive to exceed our high quality standards and maintain a consistently elevated level of customer service. They will be expected to rapidly achieve a level of productivity measured primarily by network trouble tickets worked and handled calls, quality based metrics consistent with published department guidelines. They will spend a significant amount of time handling inbound calls from multiple parties work assigned tickets during the workday, placing outbound calls to customers and circuit providers to aid in the repair and maintenance process. The candidate will be able to provide and document consistent, accurate and detailed analysis of issues for each issue handled. The ideal candidate will excel at providing excellent customer service, and will be able to provide expedient resolution to down network issues through the use of various tools and resources. This will require a well rounded knowledge of networking concepts, networking implementation and software concepts and use. All of these activities require a strong work ethic and the ability to participate on a team of Engineers alongside other personnel to maximize customer satisfaction and maintain high service levels. The ideal candidate would be a self starter, self motivated, able to quickly analyze a down network situation, determine the best course of action and take the appropriate steps according to department standard operating procedures.

This is 24x7x365 position which may include weekends and holidays. Shifts will be assigned after training, and are subject to change based on the needs of the business.

SKILLS:

QUALIFICATIONS:

- Linux, Network experience, Broadband Experience, PC/Networking skills, Customer Support skills, Cisco Router/Switches, Wi-Fi Experience, and FLEXIBILITY 24 x 7 required.
- 1+ years experience in network management.
- 1+ years experience working with broadband as a connectivity solution.
- 1+ years experience supporting Linux/Unix in a corporate setting.
- 1+ years experience working with Cisco networking elements.
- Prior knowledge of wireless protocols and standards.
- Excellent interpersonal, communication and organizational skills.
- Previous experience in remote customer support and a familiarity with call queues.
- Server Administration and Ticketing System experience desired.
- CCNA preferred.