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Network Operations Center - Technician III

SUMMARY

Works directly with customers, internal and field team resources, to facilitate the installation, provisioning, maintenance, and troubleshooting of commercial internet and VoIP services. Also works as an escalation point for residential internet and managed home WiFi issues. Functions as a primary point of contact for customer issues and service inquiries via phone and email, in a helpdesk environment. Functions as the internal SME and escalation point for customer support-related issues and concerns.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Answer incoming customer support calls, gather customer problem description and document in the CRM ticketing system;
  • Monitor customer support ticketing systems including email, voicemail, device monitoring applications, and contacting customers when necessary;
  • Monitor customer devices and network infrastructure for unreported service issues and diagnosis customer problems;
  • Troubleshoot and document customer issues relating to Internet connections, fax solutions, voice solutions, and data services;
  • Independently research and diagnosis issues to determine root cause, or escalate issue to appropriate team in a timely manner within established department standards;
  • Provision and de-provision Subscriber Modules (SMs) and other networking equipment;
  • Provide excellent customer service, ensuring problem and solution follow through and creating detailed problem resolution notes;
  • Assist support management with documentation of policies and procedures;
  • Maintain accurate and timely notes in CRM for all work performed for customers;
  • Must be able to work nights and weekends, variable schedule(s) and overtime as necessary;
  • Continuous expansion of technical knowledge and understanding of technologies relevant to Simply Bits’ ISP and VoIP services;
  • Program and configure routers, firewalls, wireless devices, VoIP devices and other networking equipment;
  • Responsible for creating and maintaining on-going documentation of support department processes and procedures;
  • Take an active role in the training and technical development of junior members of the NOC staff, as well as other resources outside of the department;
  • Performs daily functions with little direct supervision;
  • Reproduction, analysis, tracking and reporting of client issues to resolve tickets;
  • Act as an escalation resource for all support services and NOC staff;
  • Create documentation and training material, mentor junior staff, serve as a trusted advisor for other staff on support-related issues;
  • Develop training materials and procedures to train users and clients on common issues;
  • Evaluate existing networks and recommend design and programming changes to improve performance and reliability;
  • Design, program and implement software programs to improve customer support tools, reports and diagnostics;
  • Take a lead role in daily tasks for Tier I and Tier II staff members, including technical oversight and team workflow management;
  • Participate in after hours on-call support pager rotation that may require travel to customer site as needed;
  • Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

None

EDUCATION and EXPERIENCE 

  • Highschool Graduate or GED;
  • Minimum of 5+ years of experience in a call-center environment;
  • 5+ years of experience in a technical helpdesk environment;
  • 5+ years of experience in an IT or telecommunications environment.
  • Advanced MikroTik certifications and other Technical certifications (Network +, A +, CCNA, etc)

 KNOWLEDGE, SKILLS AND ABILITIES  

  • Ability to obtain advanced technical certifications as directed by management; such as, but not limited to, MikroTik MTCTCE and MTCNA certification;
  • Ability to obtain Cambium and Ruckus certifications, as directed by management, in support of access points and WiFi hardware;
  • Ability to communicate effectively in both written and verbal formats;
  • Ability to maintain composure and professionalism in the face of customer complaints/negativity;
  • Demonstrated knowledge of networking, wireless technologies, IP addresses/subnetting, Routing technologies is highly desired;
  • Demonstrated knowledge of VoIP/FoIP and related technologies is highly desired;
  • Ability to communicate technical concepts effectively to non-technical audiences;
  • Ability to escalate customer and/or systems issues to the appropriate resource when necessary;
  • Ability to track multiple issues and customers at the same time in a high-tempo operating environment.
  • Demonstrated advanced knowledge of Routing technologies and common issues/fixes;
  • Ability to operate as a limited escalation point within the department for non-technical resources and less experienced team members;
  • Ability to work with customers in-person when directed by management;
  • Possess critical thinking skills and applies them to troubleshoot complex technical issues;
  • Demonstrated knowledge of networking, wireless technologies, IP addresses/subnetting, Routing technologies;
  • Demonstrated knowledge of VoIP/FoIP and related technologies.

MATHEMATICAL SKILLS

Requires the ability to utilize mathematical formulas; to add and subtract; multiply and divide; utilize decimals and percentages; and to apply the principles of descriptive statistics, statistical inference and statistical theory.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. 

LANGUAGE SKILLS

Requires the ability to record and deliver information, to explain procedures, to follow oral and written instructions.  Ability to read, analyze, and interpret a variety of correspondence, reports, forms, articles, proposals and contracts. Ability to prepare correspondence, reports, forms, evaluations; and to respond to common inquiries or complaints using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style. Ability to effectively present information to a variety of diverse audiences with poise, voice control, and confidence. 

DISCLAIMER

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to perform this job.

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Please send resume to jobs@simplybits.com


Simply Bits is an equal opportunity employer.