Network Operation Technician

Network Operation Technician

Brookfield CO (Remote)

Contract

Job Description:

• Actively troubleshoot several service types such as T1, DS3, and ethernet solutions
• Escalate and hold LEC Partners accountable for offnet repairs
• Provides accurate and consistent customer communication during established intervals using phone, email, and ticketing notes
• Efficiently and accurately manages customer-initiated trouble tickets to resolution.
• Maintains customer relationships, both internal and external
• Monitors the performance of the telecommunications networks, including usage, load patterns and system response

Qualifications:

• Basic understanding of the OSI networking model physical, data link, and network layers
• A proven track record troubleshooting technical issues
• Ability to manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation
• Practicing excellent customer service
• Demonstrating proficiency with trouble ticketing application and other internal tools
• Ability to work in a fast-paced operational environment
• Ability to answer customer calls and work issues via trouble ticket proficiently and independently
• Ability to work in a 24 x 7 fast paced environment
• Ability to interface in a professional manner with management and customers
• Aptitude for on the job training
• Comfortable asking questions
• Eager to learn and build skills
• Able to effectively manage multiple issues simultaneously thorough effective work prioritization
• Demonstrated ability to make sound decisions and logical thinking when under pressure
• Demonstrated leadership profile to proactively track and escalate issues, engage resources to expedite service/network outages, professional interaction skills with customers and management. Ability to relate technical issues to management and lead personnel.

Minimum Qualifications: H.S. Diploma or Equivalent, Customer service/Call center experience a plus, Strong organizational skills.