We are an Equal Employment Opportunity Employer and take Affirmative Action to recruit Women, Protected Veterans, and Individuals with Disabilities.
SUMMARY
Provide 24-hour surveillance and tier-1 troubleshooting for network and customer issues to comply with WorldNet’s Service Level Agreement (repair time and follow up) and notification process (outage alerts and customer follow up).
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Effectively handle customer service repair and troubleshooting calls to assure repairs requests are properly reported and completed according to standards and procedures.
- Answer incoming phone calls and handle customer requests via Remote Assistance, which may include, but is not limited to CPE configuration changes, SoftSwitch changes to client’s lines, PBX lines and SIP lines, etc
- Responsible to investigate network outages to determine root cause, and provide recommendations for changes in processes & procedures, or network configuration to prevent recurrence of similar outages in the future.
- Ensure customer’s service is operational within specified repair time frame based on our SLA’s.
- Effectively maintain customers informed of their repair status based on our SLA’s.
- Update internal repair order tracking system on a regular day basis including any incidents related to the Network Performance.
- Notifies all internal groups of any major outages or network incident as per outages procedures or guidelines protocol for such incidents.
- Monitor Customer Premise Equipment and perform troubleshooting, provide solution to customer by diagnosing problem and if necessary, referring to NOC 2nd Level, RFT, NEO, or Provider.
- Monitor WorldNet Network and perform troubleshooting resolve incidents and if necessary, refer to NOC 2nd Level, RFT, NEO.
- Monitor systems alarm and provide support for any job under a Method of Procedure (MOP) in progress.
- Follow company policies and procedures to meet relevant company-wide statistics.
- Responsible of routine inspection of support systems such as emergency power plants, battery room, climate control, lab equipment, air conditioning and UPS Systems.
- Handling of all requests and authorization of Worldnet data center and colocation sites.
- Monitor all events for fraudulent calls destinations.
- Responsibility for rotation of day and night shifts and weekends.
- Performs all other duties as required.
SUPERVISORY RESPONSIBILITIES
This Job has no supervisory responsibilities.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE Associate's degree and three years of equivalent experience in related field and/or training or equivalent combination of education and experience. Experience in outside plant required.
KNOWLEDGE, SKILLS & ABILITIES
- Knowledge of network topology or equivalent 2 year experience in maintenance and repair.
- Experience in networking and telephony.
- Experience or training of TCP/IP/UDP/ Complete understanding of TCP/IP suite such as Upper Layer Apps and Services, Transport Layer, Network Layer, Data Link Layer and Physical Layer.
- Knowledge in troubleshooting and diagnostic of service interruptions in all types of transport used in the telephony business for commercial customers.
- Knowledge in troubleshooting internet routing protocols. (OSPF,BGP, etc).
- Advanced knowledge in testing remotely fiber & wireless circuits.
- Knowledge of Windows Office.
- Must be self-motivated to Follow-up with customers to ensure 100% satisfaction with all work completed.
- Knowledge or training of VOIP (SIP/ MGCP). Experience troubleshooting VOIP in different scenarios including/but not limited to restoring problems with signaling, CODECS, Packet Loss and Transport.
- Experience in troubleshooting and diagnosing service interruptions in all types of transmission transport used in business telephony.
- Experience in phone support and troubleshooting of client communication networks.
- Experience in troubleshooting and diagnosing service interruptions in all types of transmission transport used in telecommunication industry.
- Experience in phone support and troubleshooting of client communication networks.
- Understand and know the basic operation of routers, switches and firewalls
- Knowledge network topologies and operation
- Troubleshooting experience with telecommunications providers
- Fully Bilingual (Spanish and English).
We are an Equal Employment Opportunity Employer and take Affirmative Action to recruit Women, Protected Veterans, and Individuals with Disabilities.
