Job Type
Full-time
Description
- Receive customer problem escalations from call center and continue with advanced troubleshooting to resolve the issue.
- Monitor network alarms and events using NMS platforms.
- Create, update, and manage incident tickets.
- Perform initial troubleshooting using documented procedures and runbooks.
- Escalate issues when resolution is not possible within defined procedures.
- Communicate outage and maintenance information to internal teams and customers.
- Monitor network health, environmental alarms, and service availability.
- Support Technicians in the field with configuration and trouble shooting.
- Verify service restoration and close incidents when appropriate.
Success Measures
- Accurate ticket documentation.
- Timely alarm response.
- Proper escalation of incidents.
- Adherence to operational procedures.
Requirements
- Basic understanding of IP networking.
- Familiarity with routers, switches, wireless, and fiber technologies.
- Strong troubleshooting and communication skills.
- Ability to follow documented procedures.
- Experience with ticketing and monitoring systems preferred.
- Willing to work weekends.