You are adept at spinning plates - as well as blocking and tackling - as you are responsible for seeing the full resolution of all trouble tickets and serve as the first line of first line of technical communication with our customers and field staff. You provide day-to-day network monitoring and support and receive escalations from Customer Service which includes front line technical support for all customer and provider interactions. These interactions can range from opening, following-up, and closing trouble tickets via phone or email. You love collaboration and teamwork as you serve as a liaison between customers, providers and Nitels Engineering team to resolve network problems.
what youll do
Serve as primary initial responder within the Network Operations Center in identifying, troubleshooting, and resolving network problems.
Monitor NMS for faults and alerts, as well as enhancement/refinement of NMS to provide more insight into production.
Document all network-related activities in ticketing system.
Provide technical support for telecom transport services T1, DS3, OCx, Fiber, and Ethernet facilities.
Provide a single point of interface to internal and external clients on issues pertaining to our MPLS, Internet, VoIP, and other managed services.
what youll bring
Bachelors degree in a technical discipline is required
Minimum of 2 years of overall relevant experience
Minimum of 1 year of experience with Cisco Routers
Excellent verbal and written communications skills
Knowledge and usage of Solarwinds and Cacti or similar monitoring tools
Layer 2/Layer 3 routing/switching knowledge
Understanding of multiple routing & switching protocols
Ability and availability to be on-call 24 hours a day on a rotating schedule
Experience with SNMP (Simple Network Management Protocol)
Hands-on experience with Networking Products (Cisco, Foundry, Juniper)
Experience with data back-up and recovery applications
Organization, a detail-oriented mindset, and the ability to effectively handle concurrent projects
Knowledge of VoIP technologies
Current Cisco CCNA or CCNP certification a plus
key success factor
Quality Control: You will ensure that customers receive the exact product/service (equipment, bandwidth, throughput, etc.) ordered.
what we believe
At Nitel, we believe in creating leaders at all levels within the company; our leadership competencies include:
Love the Customer
Challenge the Status Quo
Lead, Learn & Develop
Think Like an Owner
Get It Done