Network Support - General

Responsible for owning and managing all day to day monitoring, maintenance, administration, and performance management of IP Network and mobility technologies. This person is fully responsible for the up time and availability of platforms, elements and services. Works as part of a 24X7 staff to deliver Tier 1 network technical support and follow escalation procedure utilizing the work order system. Provides the technical troubleshooting and leadership skills required to recover from network problems in Real Time to restore service. Identification of root cause, resolution, work around, testing and implementation of fixes to restore and improve customer service. Works closely with customers to assist in communicating strategic technical direction in support of customer facing issues.

DUTIES/RESPONSIBILITIES:
Use various computer based tools for monitoring.
Critical Thinking: Troubleshoot multiple nodes for multiple cellular networks and IP network.
Manage multiple email accounts and respond clearly and professionally.
Effectively communicate and escalate alarms ensuring quick resolution
Identify alarms.
Serve as a single point of contact in outages and service impacting events.
Interface with engineers, internal departments and external customers to resolve issues.
Work with Satellite providers to identify causes of satellite or connectivity interruptions.
Write professional documentation for/from training, and general information to clearly communicate and share knowledge on a daily basis.
Customer Service support for pre-paid customers.
Analyze KPI and deliver shift reports.
Other duties as may be assigned.

SKILLS:

Bachelor Degree or equivalent experience, CCNP Certification, Cisco knowledge, Ciscoworks, Firewall, Frame Relay, IP routing technologies, LAN and WAN, Multicast IP routing protocols and technologies, Network fundamentals, Network load balancer, Route filtering, SNMP, TI Technology.