Advance Tech Support Technician
Company: Metronet
Location: Grand Rapids
Posted on: April 28, 2024
Job Description:
Description Love Your Mondays again! Advance Technical Support
Technician As an Advance Technical Support (ATS) Technician, you
will facilitate the prompt detection, resolution, escalation and
reporting of service impacting events and incidents. Our ATS team
facilitates and maintains relationships with our off-net providers,
Carriers, and internal teams for the purposes of owning customer
support, maintain service, and upholding SLA agreements. This team
and this role will also support calls for connectivity issues,
performing incident management and service restoration activities
using proactive problem management and customer reporting.
ESSENTIAL JOB FUNCTIONS:
- Perform 24-hour surveillance and alarm reporting by managing
performance monitoring tools to ensure product reliability.
- Document and analyze alarms, identify points of degradation,
and see through to resolution with appropriate departments,
Vendors, and or Carriers
- Manage call, email, and ticket queues related to calls from
Customers, Carriers, Vendors, Field Operations, and other internal
Metronet departments.
- Perform and troubleshoot failed RFC test services for end
users.
- Review and implement core router configurations for new
Ethernet service.
- Build/support BGP, OSPF, MPLS, Spanning Tree, and ISIS
- Provide technical knowledge and ownership during major
incidents and drive to quick resolutions.
- Follow procedures to validate, troubleshoot, and escalate
issues.
- Collect, document, and analyze customer trouble reports, to
isolate and resolve customer facing outages.
- Setup and configure new clients as well as perform change
management on existing clients.
- Facilitate escalation to Engineering as required for service
specific network or equipment issues.
- Apply technical expertise in routing and switching,
load-balancing, firewalls and wireless to consult with Operations
Engineering and/or suppliers.
- Develop and maintain processes to obtain required criteria to
effectively interact with vendors.
- Act as the voice of Metronet for all Vendor facing
communication once orders have been placed and finalized within
Service Delivery
- Enforce a clear vendor management policy outlining requirements
in which Vendor's must adhere to support Metronet's product
offering.
- Maintain Vendor performance metrics to provide insight to
Metronet's Carrier Relations team for purposes of aiding vendor
relationship review.
- Partner closely with sales and sales engineering eco-systems to
understand and implement off-net sold solutions.
- Remain up to date on key workflow changes, operational guides,
and policy updates.
- Continually review and evolve processes used to track, oversee,
and organize Vendor interactions.
- Document lessons learned and implemented best practices.
- Develop strong working relationships with peers, support teams,
and customers.
- Open to working shift assignments and supporting on-call.
- Provide training to other ATS associates regarding system
operation and trouble shooting.
- All other duties as assigned.
JOB QUALIFICATIONS AND REQUIREMENTS:
- Highschool or GED required.
- Professional level certification required (A+, CCNP, CCNA,
Net+, MEF, etc.)
- 4+ years telecommunications and experience troubleshooting
Layer2, VOIP, SIP, and/or TDM (ISDN, PRI) technologies.
- Documented experience developing and building vendor
relationship preferred.
- Metaswitch experience (UMG, CFS, EAS, SIP Provisioning Server,
SAS, MetaView)
- Ability to work with SS7, ISUP, SIGTRAN, TCAP, AIN, SIP, T1,
T3, and SONET
- Adtran Voice Gateway Experience
- Understanding of Vision Metrix for use in customer
troubleshooting
- Background in IT/Help Desk/NOC a plus
- Juniper switch experience, and a firm understanding of routing
and tagging traffic from router to router using SDPs and VLAN
tagging/translating.
- Preferred Accedian & Nokia knowledge
- Good technical and analytical skills are necessary.
- Advanced knowledge of network monitoring systems
ADDITIONAL JOB REQUIREMENTS:
- Must possess the capabilities of critical thinking, technical
expertise, time management, and leadership traits in support of
making resolute decisions and risk reduction.
- Effective written and verbal communication skills to guide and
troubleshoot issues
- Demonstrated high level of professionalism via phone,
electronic communications and documentation, and in-person with
customers, Vendors, Carriers, and all MetroNet associates
- Proven ability to work under pressure and handle high stress
environments
What we offer An opportunity to fuel your passions. We offer full
benefits package, Health, Vision, Dental with competitive pay and
aggressive 401k match up to 6%. You will have an opportunity to put
your brand on paper and leave your mark on the Telecomm industry as
we continue to grow rapidly! Metronet is an equal opportunity
employer. We will not discriminate against any applicant or
employee on the basis of sexual orientation, gender identity, race,
gender, religion, age, national origin, color, disability, or
veteran status. EOE/Minority/Female/Disabled/Veteran Join us and
find out what it means to love your career! At Metronet, we are the
nation's largest independently own 100% Fiber Optic company founded
in the Midwest. We are customer-focused and provide cutting-edge
fiber optic communication services, including fiber internet and
full-featured Fiber Phone. We have been growing communities since
2005 and have built networks in more than 250 cities across 16
states. We are proudly recognized as a Top Diversity Employer by in
2022. We believe in our people by growing their talent, offering
career paths, advancement opportunities and skill development. Pay
Rate: $23/hr. #LI-AF1
Keywords: Metronet, Kentwood , Advance Tech Support Technician, IT / Software / Systems , Grand Rapids, Michigan
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