Address
Form of workDescription:
Top Skills' DetailsTop Skills:
1.) Ideally 2+ years of General Network/Telecommunication Troubleshooting experience
- Internet, Wi-Fi, VOIP, Voice - Data, Frequency, Routers, Ethernet, Fiber, Video, Cable
(Please see qualifying questions in req. candidate should be able to answer/have a general understanding of most questions)
2.) Experience working in a Contact Center, Technical Support role - Customer Focused
- Troubleshooting: Remote/Phone Support
3.) Customer Service, Documenting (ticket tracking/creation)
- Ability to think outside the box, solution oriented.
Former Military experience is a plus
Someone with an A+, Network +, or CCNA is highly recommended.
The manager is also open to someone who may be more junior professionally but has an active certification.
A technician should expect to handle 15+ tickets per day. The interaction with the business customer (enterprise, commercial, executive business client. Spending a premium amount for client services) will be anywhere from 10-15 min on average. The technician will spend time researching, analyzing, and troubleshooting the cause of the network issue. If tech is unable to resolve the issue he or she will escalate the ticket to the appropriate team which can be multiple teams: NOC, Network Administration, Engineering, Field Operations, etc.
The ETS Technician will work with other departments, such as Network Operation Centers (NOCs), Network Engineering or Field and Client Account teams. You thrive in an office environment supporting clients across the Spectrum footprint.
What you will do:
Embody quality service by providing a reassuring voice during the resolution of a client's networking or technical difficulties.
Ensure timely resolutions by maintaining an accurate database and documenting complex technical issues concisely for repair teams.
Coordinate resolution efforts with additional departments while monitoring and apprising clients.
Improve department processes and technologies through the investigation and identification of the root cause of technical problems.
Required keys for success:
Experience in technical support environment in a 24/7 Technical Assistance Center (TAC), NOC or operations center environment.
Experience network troubleshooting in a 24/7 operations center.
Experience working with either fiber-based networking such as Fiber Internet Access, High-Speed Data, Ethernet,
Managed WiFi Services, Enterprise Trunking, Hosted Voice and Enterprise TV Services.
Experience with network protocols, radio frequency (RF), routers, layer-2 switches, virtual private network (VPN), course wavelength division multiplexing (CWDM), hybrid-fiber coax (HFC) plant and delivery system, routing protocols and policies, Wi-Fi and voice over internet protocol (VoIP) platforms.
Skilled in troubleshooting technical issues, failed equipment, facility issues and escalating as appropriate to provide quality service.
In-depth knowledge of enterprise hardware and software technical environments.
Know the pros and cons of coaxial cable and fiber optics.
Learn quickly within a team environment.
Ability to thrive under pressure while making decisions independently, resolving issues and demonstrating a sense of urgency.
About Us
Skiltrek is an award-winning IT staffing firm and the staffing partner of choice for many leading companies across the US.
At Skiltrek, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances,
be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.
Skiltrek is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender,
race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law.
Skiltrek is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
