Network Operations Center Tech
Shift (Recruiting Services) is partnered with a exciting intergration as a service organization in Austin, Tx.
About our Client:
one of the largest wholesale carriers in North America, as an answer to customer's needs for simplified service orchestration and management.
They are a service provider for service providers!
What they are looking for:
The primary responsibility of the Network Operations Technician (II) is to monitor and maintain the network and to provide SLA driven Tier 1 and Tier 2 technical support consisting of troubleshooting, problem/complaint resolution concerning our services for our Wholesale, Retail and Enterprise level customers.
Act as a first point of escalation for all customer reported troubles.
Respond to escalated trouble tickets in a timely fashion and in compliance with established SLA?s.
Respond within established SLA?s to automated system alerts from network monitoring and management system.
Answer all incoming NOC calls promptly and assist in the research and resolution of any problems that occur. Identify, investigate, and resolve problems.
Respond promptly to end-user inquiries, notification of problems and requests.
Utilize the existing trouble ticketing system to open and/or update trouble/request ticket, logging all calls and properly categorizing issues and following up appropriately while adhering to established SLA?s. Routine updating of ticketed issues.
Maintain vendor and carrier escalations and communication towards resolution, holding them accountable to resolve systemic issues and abnormally high failure rates.
Build and perform Interop testing with the various carriers and vendors.
Assist with the research and resolution of customer / vendor billing disputes as needed.
Troubleshoot and assist customers and vendors with on-site hardware issues as it relates to StarView services.
Other duties as required.
Skills & Experience
Strong knowledge of SIP protocol and applications and VoIP troubleshooting.
Basic knowledge of IP networks and experience with traffic analyzers ex. tshark/wireshark
Experience with data analysis and SQL.
Practical Linux experience, preferably with Debian and/or Ubuntu.
Ability to grasp new concepts quickly and under stressful conditions.
How to be considered:
Please include "Network Tech" in your subject line of your email, attach a resume and send to firstname.lastname@example.org. Due to high volume only candidates being considered will be contacted.
Best of luck!
Two year technical degree or equivalent experience.
Excellent communication, organization, and mutli-tasking skills required; ability to effectively communicate with other, non-technical departments.
At least 2 years experience in a technical support or NOC environment with proven troubleshooting and resolution skills.
Typical Physical/Emotional Requirements
Requires the ability to talk on the telephone; sufficient body mobility to perform basic administrative/clerical functions; manual and finger dexterity and eye-hand coordination. Requires prolonged sitting up to 8 hours; occasionally lifting and carrying items weighting up to 40 pounds. Requires corrected vision and hearing within normal range. Requires the ability to remain calm and courteous in periods of stress. Requires sufficient emotional stability to work effectively under stressful conditions, and/or irregular hours. Requires the ability to work shift-work, holidays and weekends as required and ‘on-call’ rotation.
We are a consulting and talent acquisition organization. We partner with clients who need to build, scale, or re-create their recruiting process, or we can partner with our clients to solve very specific talent acquisition challenges, whether that is sourcing and courting the candidate for you, or building you a strategic sourcing plan to help your team complete the task.
Shift (Recruiting Services) is your go to partner in many recruiting challenges, we are the experts in what we do so you can think about other important pieces in your hiring, like building your culture.