Randstadeos
Staff Associate Work Center Tech Support
Job Description:
Expertise in Performing network triage at Tier 1.5
Ensure monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.
Responsible for all Customer Call receipt
Call receipt (first point of contact for Customers for problem recording)
Customer verification
Call problem validation and documentation
Initial technical problem analysis during Live Call handling
Ensure Pro-active network monitoring
Customer Alarm Tracking System alert monitoring and trouble ticket generation
Problem diagnostics
Initial Customer call
Ticket Management
Status customer on a regular basis
Work with internal support groups and recommend diagnostic tests based on degree of service impairment
Access provider management and associated escalations
Negotiate and coordinate with other support centers (i.e. external organizations and internal and external business partners) for sectionalization and testing plans.
Escalate ticket according to process based on the established intervals.
Technical Skills:-
Network troubleshooting/engineering experience
Strong Knowledge Cisco & Juniper Routers/Switches, routers
Experience in LAN Switching, routing
Very Good Knowledge on LAN and WAN networks, circuits
Knowledge on WAN/LAN Technologies – Cisco, Juniper - Switches, Routers, WLC, WAPs, . Load Balancers, Firewalls, WAN Circuits, Call manager,
VoIP Call Manager skills – Cisco, Nortel, Avaya - Call Forwarding, Caller ID’s/CNAMs, Hunt Groups, Conferencing features, Time of day routing, Call groups, Call monitoring, audio and/or application-related issues, account issues.
Professional Skills:-
Excellent communication skills (verbal & written, technical & interpersonal)
Excellent telephone manner
Excellent problem solving skills
Highly skilled in the use of PC systems and applications
Resourcefulness and flexibility, 24X7 working environment. Predominantly US Business hours
Ability to work well in a team