Analyst 1 - Complex Networks is responsible for direct to technician support for all Complex Network Customers, Elite Diamond Customers and for indirect partner assistance when relating to non-traditional complex network elements.
Be available as first line of contact for all Complex Network Customers, Elite Diamond Customers during Complex NOC off-hours to create trouble reports, work and resolve issues and manage updates through the trouble lifecycle management process.
Rigorously and accurately document all work carried out in response to customer issues to assure consistency, transparency, validity, and auditability of all troubleshooting efforts undertaken.
Provide assistance or engage analyst 2, 3 or Senior level analysts when partners are requesting support on out of scope and complex network technologies during off-hours. Provide support for overflow as needed.
Work cross discipline troubles to the best of your ability and when needed engage level 2, 3 or Senior level Analysts to assist in further isolating troubles.
Coordinate with Team Leads, higher-tier Analysts, and Engineers to identify workflow-impacting and/or service-impacting issues as they arise.
Self-starter, highly motivated. Inclination toward self-study and continuing education preferred.
Exceptional communication skills (written and verbal) and experience in a customer-facing service role.
Experience with basic networking concepts from host level to WAN.
Familiarity with basics of BGP and MPLS, with ability to understand basic packet flow from customer to Internet
Knowledge of transport and optical technologies.
1-2 years technical/telephony experience OR 1 years of directly-related network management, security operations, and/or network operations experience.