General

Job Listing

Number of Positions: 1
Job Listing
Job ID: 10823247
 
Job Location:
 

 
How to Apply:
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Job Title:Senior Technical Support
Work Type:Work Days: Work Vary: Yes , Shift: Other, Hours Per Week: 40, Work Type: Regular
 
Salary Offered:Unspecified
Benefits:Unspecified.
 
Physical Required:Unspecified
Drug Testing Required:Unspecified
Education Required:High School Diploma/GED
Experience Required:Unspecified
 
Required Skills:
Please see the job description for information about required job skills.
Preferred Skills:
 
Job Description:
Major Duties



The role of the Senior Technical Support is to address all technical support customer inquiries by understanding the customer's needs and offering appropriate solutions. The Technician will provide over the phone technical support and customer service to our business customers throughout our service area. In particular primary job functions include but are not limited to receiving customer calls, working and clearing trouble tickets.

Responsibilities



In a timely manner, handles incoming Business customer trouble reports. Work trouble reports generated by business customer call-ins and/or created from alarm notifications.

Provide back-end support of Service technicians in the field.

Escalate issues with vendors, local exchange carriers (LECs) and internal support teams to resolve service interruptions.

Notify Network Facing NOC of major outages.

Interact directly with customers (internal and external) regarding service interruptions, installation issues and support issues.

Conduct remote diagnostic of customer problems.

Analyze network and individual customer trouble reports finding resolution and dispatch or escalate those problems which cannot be resolved remotely or within the department.

Take ownership, track and control the trouble to the resolution in a fast pace multi-tasking environment.

Reports to work on time and maintains a satisfactory attendance record.

Qualifications



Technical/Professional training or knowledge: Knowledge of optronics and switching (theory, operations, and maintenance). Excellent leadership and communication skills, customer service skill. Self motivated and possess strong teaming and interpersonal skills. Attention to detail. Able to work well within a team environment

Work experience: Must have at least 3 years of Telco/Cable/Data experience in a combination of at least 5 of the following fields:

Voice over IP

Analog/digital transmission testing

Knowledge of Ethernet/DS3/DS1/SHDSL technologies

Network Operations Center functions

Experience working in the Lucent 5Ess, Lucent 5010, Metaswitch, and Broadsoft

Cisco IOS

Routers/switch function

LAN topology

IP routing

TCP/IP

MPLS

Firewalls

Additional Skills: (Preferred but not required)

Experience in a Help Desk environment supporting a large number of users

A+, MCSE, CCNA certifications are an asset

Working knowledge of UNIX/Linux systems

License required: None

General education or equivalent: High school diploma. College degree or equivalent work experience in telecommunications desired.



Other Information



Physical Demands: Physical demands are minimal and consistent with the performance of routine clerical duties in an office setting. Most of the day is spent sitting at a desk, working with computers, printers, files, and standard office equipment. Movement is required in the use of office equipment, supply locations, files, and other work locations and meeting rooms. Limited physical activity is required to file, maintain office supplies and materials and maintain office equipment.

May be required to work off shift hours, weekends and holidays.

Equal Opportunity Employer



All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.

Consolidated Communications Enterprise Services, Inc. is an AA/EEO/Veterans/Disabled Employer.

Refer to ID 39661186 when applying