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Posted: Monday, July 3, 2017 9:20 AM

Role : Technical Support - Trouble Resolution Location : 1. 330 Monroe Avenue Rochester NY 14607 2. 301 North Main St Greenville SC 29601 Duration : 4+ Month(s) with possibility of extension - Contract To Hire Job Description: The Trouble Resolution Specialist II will be responsible for the resolution of external client trouble incidents in a technical support environment. Technicians utilize their networking, hardware, and software skills to diagnose, qualify, and resolve client issues. Duties include comprehensive troubleshooting of facility, service, and feature based issues on a converged voice and data network. Effectively balance inbound customers calls, ticket queue, renewal/upsell opportunities and Customer Satisfaction (CSAT) targets. Responsibilities * Initiate diagnostics and additional testing and data gathering to resolve tickets or document information needed for next level support * Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner. * Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with other internal and external organizations as needed, and meet MTTR and customer status expectations * Escalate Trouble Tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements [SLAs] are missed * Diffuse difficult customers by reassuring customer we will work to resolve their issue in timely fashion * Act as the primary customer point of contact for the customer throughout the life of a ticket, responsible for providing customer with regular status updates on Trouble Ticket progress, setting realistic expectations, and verify resolution * Properly code Trouble Tickets with appropriate closure codes, detailing the results of the testing and resolution * Escalation to management of service interruption patterns, to assist in the identification of potential network service effecting issues. * Utilize available technology to efficiently respond to client requests * Prioritize work to meet or exceed client expectations * Work in partnership with other EarthLink Business service/repair oriented departments to respond to customer issues in a timely fashion * Proactively resolve obstacles that interfere with job performance and/or job satisfaction * Flexibility to work varied shifts to provide support to your team on an as needed basis, based upon customers business needs Minimum Requirements: Required Skills / Abilities & Competencies * Train Other Technicians as needed. * Ability to open and close a ticket with high quality including clear documentation of steps taken for resolution. * Work individual queue based on severity level and prioritizing work based on the customers' business needs and specific situations that could change throughout the repair process. * Initiate, and engage in conference calls between repair, customers, and higher level support organizations to resolve issues. * Assist the GCC with isolating outages that are not obvious LEC issues (IPSec outages, non-geographic specific outages, etc. * Basic Command Line Interface knowledge * Intermediate working knowledge of networking WAN/LAN topology * Intermediate working knowledge of Adtran/Cisco routers and switches. * Ability to isolate layer 1 issues WAN/LANIn In addition to the above, the Trouble Resolution position requires at least (but not limited to) three of the following: * Intermediate knowledge of voice switch platforms including Nortel DMS, Lucent 5ESS and MetaSwitch (Soft switch). * Basic scripting and debugging * Intermediate working knowledge of Network protocols such as ATM, Frame Relay and Ethernet. * Intermediate working knowledge of IP routing protocols such as BGP, OSPF, RIP and STATIC ROUTING. * Intermediate working knowledge of Voice protocols such as CAS, ISDN, SS7, MGCP, H.323, and SIP * Intermediate working knowledge of Voice features such as Call forwarding, Voice mail and Hunting as well as LNP process and troubleshooting * Intermediate knowledge of Hosted Voice features including MADN, MLHG, Softphone, Hosted Contact Center/ACD and mobile communicator. (Required for Hosted Voice Role) * Intermediate ability to evaluate client metrics such as overall bandwidth and QOS setting requirements. * Including MADN, MLHG, Softphone, Hosted Contact Center/ACD and mobile communicator. (Required for Hosted Voice Role) Education: Minimum Education: * Minimum AAS degree in Computer Science or equivalent combination of education and experience. Bachelor's degree or equivalent preferred (to include military backgrounds and Associate's degrees with additional work experience). * 1 - 3 years of experience in a technical service, IT or help desk environment. * CCENT or CCNA certification preferred equivalent Adtran certifications will also be considered.Looking for Technical Support professionals with experience into Networking. Keywords : Network, LAN, WAN, Telecommunication, IT Support, Helpdesk, Troubleshoot

Source: http://www.juju.com/jad/000000009q3r9v?partnerid=af0e5911314cbc501beebaca7889739d&exported=True&hosted_timestamp=0042a345f27ac5dc95448b51fcaf46e51d8f1d900d18a0bbbefc1b4702753d17


• Location: Rochester

• Post ID: 27794048 rochester
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