Network Technician - Second Shift

Insight Global; Columbus (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Insight Global's client, a leading U.S. telecom operator, is seeking a Business Operation Support professional for an overnight shift. The role requires diagnosing and resolving Tier 2 issues across HSD, Email, Web Hosting, Voice, CATV, SIP and HICAP products.

Responsibilities include coordinating with customers, network admins, vendors, technicians and support staff, testing new services, and maintaining data-center systems. Strong communication and troubleshooting skills are essential.

Qualifications

• 3+ years in the telecommunications field.
• Experience diagnosing complex network issues.
• Ability to learn billing software systems and access online support/tools.
• Strong communication and customer service skills.

Responsibilities

• Provide Tier 2 level of support for all Business products (HSD, Email, Web Hosting, Voice, CATV, SIP and HICAP).
• Diagnose customer, carrier, and far end issues and coordinate resolution.
• Assist with testing, certification and implementation of new WOW! Business products.
• Coordinate interaction among customers, network admins, vendors, technicians, service providers and personnel.
• Monitor Data Center critical systems: Security, Power, HVAC, and provide Hands & Feet support.
• Document issues/solutions in the ticketing or billing systems.
• Respond to trouble tickets and calls, escalate when needed, and communicate with customers.

Skills

TCP/IP

DNS

DHCP

VoIP

Troubleshooting

VMware

Tools

VMware

Job description

Insight Globals' Client is a leading Telecom / Cable operator in the U.S, serving about 1.9 million homes and businesses across multiple states, offiering broadband internet, IPTV, digital phone, and related services.

About the Role

Business Operation Support

6 Month Contract-To-Hire

Hours: 12AM - 9AM (Overnight Shift)

Days: Sunday - Thursday

Provide Tier 2 level of support for all Business products (HSD, Email, Web Hosting, Voice, CATV, SIP and HICAP) including diagnosis, troubleshooting, consulting, problem escalation and coordination.

Responsibilities

• Provide Tier 2 level of support for all Business products (HSD, Email, Web Hosting, Voice, CATV, SIP and HICAP) including diagnosis, troubleshooting, consulting, problem escalation and coordination.
• Must be able to quickly diagnose and recognize customer, carrier, and far end issues and take correct steps in securing problem resolution.
• Assist with testing, certification and implementation, and support of new WOW! Business products as they are introduced.
• Successfully coordinate interaction among Business customers, network administrators, vendors, technicians, service providers and personnel, using effective verbal and written communication skills.
• Perform daily maintenance/monitoring activities of the Business Network.
• Recognize observed security, infection, DoS issues and recommend resolution steps.
• Gather data and prepare reports to measure the effectiveness of our service and support activities as required by management.
• Document all technical issues/solutions in the company ticketing or billing systems.
• Respond in a timely manner to trouble tickets and incoming calls as they are presented to BOSS workflow queue, solve issue and respond to the customer, or elevate to a business field tech for service call.
• Must have excellent oral skills to provide instruction to the customer over the telephone. This involves anticipating customer responses and motivating customers to execute correct troubleshooting steps.
• Ability to work scheduled shifts and participate in On-Call rotations as designated by management to meet business needs.
• Other necessary clerical work as defined by management, including research, filing, assistance with mailings, and other related duties.
• Monitor Data Center critical systems: Security, Power, HVAC, and provide Hands & Feet support when required or requested by leadership.
• All other duties as assigned.

Qualifications

• 3+ years in the telecommunications field.

Required Skills

• Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs to include IP Network Sub-Networking.
• Familiar with various networking fundamentals related to routers, switches, LAN, MAN, WAN, DS3, OC-x, CSU/DSU and other CPE.
• Strong trouble shooting skills.
• Virtualization experience (This is flexible- IDEALLY know about vmware/VM's).
• Previous experience providing technical support in a call center environment or equivalent.
• Proficient with word processing and spreadsheet software, Internet software and email.
• Ability to learn billing software systems and access online support/tools.
• Must have a solid understanding of local, long-distance and toll free telephony, recognize and assist in resolving LNP porting, LIBD, PAC, telephony features, VoIP, and customer premise equipment.