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Network Support Technician – Dallas

Summary:

 The Network Support Technician is primarily responsible for troubleshooting and resolving-customer voice and data issues on Ntegrated’s network. The Network Support Technician will work directly with customers and vendors on trouble ticket resolution while meeting service level agreements with our customers, partners and internal Ntegrated departments. The voice engineer will work to resolve and report on customer voice issues with a focus on maintaining a low repeat rate and short mean time to repair. This role is charged with identifying defects on our voice platform and reporting this information to the Network Support Technician lead. They are expected to perform proper trouble ticket administration, adhere to all pre-defined processes and procedures while having the ability to handle inbound calls with our vendors and customers on tickets that require additional information.

 

Responsibilities

  • Creates an excellent customer experience for all accounts, by anticipating and resolving customer issues in a manner that exceeds the customer expectations.
  • Resolve customer network and application outage escalations in a timely fashion.  Work issues through to resolution and provide analysis via a post-mortem system of tracking
  • Make recommendations for adjustments to client network and application environments
  • Responsible for working closely with our partners while meeting set operational and service level agreements with our business alliances.
  • An analytical thinker is required to gather detailed analysis on network and application events while identifying defects on our platform.
  • Continuously improve the contact center’s ability to provide solutions quickly and accurately through training.
  • ·Manage relationships between vendors, internal resources, and customers
  • Identify and report on trends in client network and application infrastructure.

 

Knowledge, Skills & Abilities:

Required

 

  • Minimum 5 – 7 years’ experience in a route switched, hosted and/or cloud network environment
  • Bachelor’s degree plus 5 years of hands on experience in telecom, tech support, networking, or hardware.  OR 5 years of hands on experience in telecom, tech support, networking, or hardware. Such as switches, routers, hubs, phone systems (PBX/CBX), Cisco, or Juniper
  • Experience in Cisco IOS (12.x and 15.x) and devices such as IAD’s, ISR’s, ASR’s,65xx, 7xxx series routers/switches
  • Experience with Cisco BTS, Sonus, Broadsoft and Asterisk
  • Have 5 years of data networking protocols experience, such as OSPF, BGP, Access control list, NAT, DHCP, and Sub netting.
  • Have 5 years of working knowledge of TCP/IP protocols, such as SMTP, DNS, HTTP, and the like
  • Proficient knowledge of PSTN (Class 4 & 5, Tandem, Signaling and Control – SS7 with ability to troubleshoot on-net and off-net calls with clear understanding of signaling failure  points.
  • Familiarity with basic UNIX and LINUX commands and scripting
  • Knowledge and experience with network management concepts, protocols and products to include but not limited to SNMP and NETCOOL
  • Manage relationships between vendors, internal resources, and customers
  • Candidate must have strong analytical skills
  • Strong verbal and written communications and interpersonal skills
  • Be an Active contributor in a positive team environment
  • Have the ability to work any shift in a 24×7 call center environment
  • Candidate must possess the ability to learn, retain, and apply new information in an ever changing environment
  • Flexibility to perform additional tasks or duties outside of normal daily activities

Desired,

  • Cisco Certified Network Associate (CCNA), or equivalent experience
  • Cisco Certified Network Professional (CCNP), or equivalent experience
  • Knowledge and experience in the workings of PBX and Key systems with the ability to configure and troubleshoot to problem resolution
  • Proficiency in Spanish

 

Send your Resume and Cover Letter to Jobs@ntegrated.net.