NOC Technical Support Specialist

JOB TITLE: NOC Technical Support Specialist
DEPARTMENT: Technical Support
REPORTS TO: Technical Support Manager
HOURS: Weekend & Holiday Coverage mandatory.

The Technical Support Specialist (TSS) will act as Tier 1 Support and as a liaison between vCom, our clients, equipment vendors, and carriers in resolving service and trouble tickets along with 24x7 support monitoring customer networks.

POSITION Responsibilities:
Manage customer and carrier trouble tickets through various trouble ticketing tools and portals for Data (including DS-1, DS-3, xDSL, P2P, MPLS, Ethernet Over Copper or DS1 and Native Ethernet) and Voice (including PRI, POTs, LD and Toll Free) technologies
Troubleshoot customer premise equipment and networking issues, including routing, bandwidth utilization, latency, DNS, and other network access problems
24x7 proactive monitoring of customer networks using 3rd party software
Provide front-line call support for Technical Support
Participate in after-hour coverage late nights or early mornings and weekends
Address client inquiries and coordinate resolutions
Drive escalations with the carriers, to ensure timely resolution and service restoral
Manage Service Tickets from inception to completion
Actively work with Management to come up with ways to improve the department's ability to effectively support clients, while gaining more efficiency
REQUIRED Qualifications:
2+ years of technical customer service experience supporting Data Connectivity and / or managing carrier services
Demonstrated knowledge of networking essentials, including LAN/WAN, routing and networking protocols, DNS, TCP/IP, networking hardware, and Internet services Experience in troubleshooting Voice technologies including Local and LD a strong plus
Demonstrated experience with performing basic router configuration and troubleshooting, including Internet and private line configuration. MPLS configuration-experience a plus.
Demonstrated experience with call flow handling and call tracking
Demonstrated experience with the various layers of a carrier's infrastructure and services, from customer premise equipment to provider edge
The ability to work well with team, customers and vendors
Exceptional verbal and written communication skills
A genuine desire to own a problem with a customer, completely through to its resolution
The ability to constantly handle multiple tasks and meet tight deadlines
The successful applicant will enjoy advanced applications and a high-energy work environment. vCom Solutions offers a competitive compensation and benefits package and actively encourages professional development.

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