Address
Form of workRESPONSIBILITIES
MINIMUM QUALIFICATIONS
Preferred qualifications include:
- Monitor production network environment using a combination of monitoring tools to ensure availability.
- Work with Business customers, Residential customers and techs in the field installing new services via phone.
- Troubleshoot issues remotely with customers and technicians in the field
- Coordinate onsite dispatch of Telecommunication vendor repair services.
- Respond to automated alerts from monitoring tools according to procedure. Use diagnostic tools to ascertain level and criticality of problem. Discover faults and conditions in a proactive manner. Diagnose cause where appropriate and resolve expeditiously.
- Escalate issues and problems according to procedures and best judgment.
- Perform periodic health checks of systems.
- Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on best course of action to resolve.
- Diagnose problems and resolve in an expeditious manner.
- Work with Engineers to resolve production problems.
- Responsible for configuring and maintaining monitoring tools.
- Answering direct phone calls from customers
MINIMUM QUALIFICATIONS
- Knowledge of TCP/IP.
- Knowledge of ISP.
- Knowledge of Routers and Network Protocols (Cisco) such as OSPF, BGP, MPLS.
- Specialties NOC / Process writing skills or training a plus
- Experience in Monitoring Theory / Implementation a plus
- Experience in Customer Service.
- Experience in current Internet network hardware and software technologies.
- Diagnostic experience of a variety of monitoring applications such as SolarWinds, Nagios
- Minimum of 1-2 years of experience in a Help Desk or high volume call center preferred.
- Minimum of 2 years of experience working in IT Operations including knowledge of common tools, methods, and techniques
- Minimum of 2 years of progressively responsible work experience in networks and/or server monitoring Skills
Preferred qualifications include:
- Experience with routing protocols, specifically OSPF and BGP
- Experience with Optical Platforms, configuration and/or troubleshooting
- Experience working within a cable provider environment
- Experience working with third party circuit providers
- Industry recognized certifications such as CCNA, CCNP, and/or CCDP
- Vendor certifications on any Optical platform (ie: Motorola, ZTE, Alcatel etc)
- Scripting ( shell, expect, php, python)
