Technical Analyst- Commercial

Knology, Data Center Services; Tampa (FL); On-site; USD 30,000 - 44,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k match

Paid time off

Paid holidays

Tuition reimbursement

Job summary

WOW! in Tampa is seeking a Tier II Telecommunications Support specialist to provide advanced technical help for WOW! Business services, including VoIP, hosted VoIP, SIP, and cloud services, in our in-office Tampa Data Center.

You will troubleshoot, coordinate with teams, gather data, monitor core data center systems, and document issues in our ticketing system. A high school diploma and 2 years in telecom or call-center tech support are required; CCENT/Network+ are a plus.

Qualifications

• 2 years experience in telecom or technical support in a call center.
• CCENT or Network+ certifications preferred but not required.
• Knowledge of TCP/IP, DNS, DHCP and LAN/WAN basics.
• Familiar with VoIP, SIP and telephony concepts.
• Detail-oriented with strong analytical skills.
• Willing to work 24/7 shifts and on-call rotations.

Responsibilities

• Provide second-level advanced support for WOW! Business services (VoIP, Hosted VoIP, SIP, cloud services).
• Coordinate with customers, network admins, vendors and technicians to resolve issues.
• Gather data and prepare reports to measure service and support effectiveness.
• Respond to trouble tickets and calls, documenting required information for analysis.
• Monitor Data Center systems (Security, Power, HVAC) and provide Hands & Feet support.
• Document issues/solutions in ticketing or billing systems.
• Assist with testing, certification and implementation of new products.

Skills

2+ years telecom

Networking knowledge

VoIP experience

Troubleshooting

Active listening

Communication skills

Ability to multi-task

Education

High school diploma

Tools

Billing software basics

CLI access tools

Job description

This is not a remote position and requires the employee to be IN-OFFICE in our Tampa Data Center.

Perks

• Be part of a company whose core values include respect, integrity, spirit of service, and accountability!
• Salary: The position pay starts at $26.50/hr and can go up depending on experience.
• Medical, dental, and vision insurance
• 401k with a company match
• Paid time off
• paid holidays
• tuition reimbursement

What you'll be doing

Essential duties and responsibilities include but are not limited to those listed below:

• Provide second-level advanced support for all WOW! Business products (POTS, EMTA, VoIP, Hosted VoIP, PRI, T1, SIP, HSD, Email, Web Hosting, CATV, HICAP, Dark Fiber, Managed Services, Virtual Services, and Cloud Services) including diagnosis, troubleshooting, consulting, problem escalation and coordination.
• Successfully coordinate interactions among WOW! Business customers, network administrators, vendors, technicians, service providers, and WOW! personnel to resolve customer impacting issues and events.
• Gather data and prepare reports to measure the effectiveness of our service and support activities as required by management.
• Respond in a timely manner to trouble tickets and incoming calls as they are presented within the workflow queue, and work directly with customers to gather and document all necessary information to effectively analyze and troubleshoot service-impacting issues.
• Monitor Data Center critical systems: Security, Power, HVAC, and provide Hands & Feet support when required or requested by leadership.
• Execute the proper documentation and security of customer equipment/packages shipped and received by the Data Centers as needed.
• Monitor Internal and Customer networks, Server, Storage, and Applications to ensure that service-impacting events are identified, isolated and communicated to all necessary groups as effectively and efficiently as possible.
• Successfully adhere to the Ticket Management and Data Center policies and procedures as needed.
• Must be able to quickly recognize and diagnose 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.
• Document all technical issues/solutions in the company ticketing or billing systems.
• All other duties as assigned.

What you need

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

• High school diploma or equivalent.

Experience/Skills Needed

• 2 years experience in the telecommunications field and/or previous experience providing technical support in a call center environment or equivalent.
• Industry-recognized certifications such as CCENT, Network +, SIP School, or equivalent telecommunications training to include IPv4/IPv6, VoIP, SIP is preferred, not required.
• Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs to include IP Network Sub-Networking.
• Fundamental understanding and capable of troubleshooting; WAN, LAN, VLAN, VPN.
• Knowledge of RF Signals and HFC networks is a plus.
• Familiar with various Networking Tools, and Monitoring Applications.
• Familiarity with local, long-distance, and toll-free telephony, with the ability to recognize and assist in resolving LNP porting, LIBD, PAC, telephony features, VoIP, and customer premise equipment.
• Must be detail-oriented and well organized.
• Strong analytical and troubleshooting skills.
• Excellent communication skills including active listening skills and the ability to communicate effectively over the telephone. This includes anticipating customer responses and motivating customers to execute correct troubleshooting steps.
• Ability to multi-task and function effectively and consistently in a fast-paced environment.
• Ability to work scheduled shifts in a 24/7 environment and participate in On-Call rotations as designated by management to meet business needs.
• Computer Skills: Proficient with word processing and spreadsheet software, Internet software, and email.
• Ability to learn billing software systems and access online support/tools.
• Ability to learn and utilize CLI on various networking elements to investigate service impacting events.

Physical Demands/Working Conditions

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Regularly required to talk and hear.
• Required to use hands to type, handle objects and paperwork.
• Required to use close vision and be able to focus.
• Required to sit, stand, bend at the knees and waist, and walk.
• Required to occasionally carry and climb a ladder.

Wondering if you should apply? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WOW! we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but don’t check every box in the qualifications section, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

WOW! is one of the nation's largest Internet, cable, and phone providers. While we've grown a lot since we started, in the last 20 years we haven't forgotten our roots. WOW! has a deep, rich heritage of delivering the best experiences to our customers and we've worked hard to keep it that way. WOW!ing our customers is in our DNA. We are committed to putting our customers and team members first. So what does that mean for the people who come to work with us? It means you can make a difference while you grow your career at WOW!. When you join WOW!, you're joining a team that strives to delight our customers in everything we do; that goes the extra mile for those we serve. We're for being different - in a good way. Whether it's through showing respect, making things easy, or providing pleasant surprises, we're for building a culture that WOW! employees and customers truly love. We'd love for you to be a part of our team. We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please e-mail [e-mail]