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. * Provide technical supervision to lower level engineers and technicians when necessary
what youll bring
* Bachelors degree in a technical discipline is required * 3-5 years relevant experience * Experience in NOC operations and process management * 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 * Demonstrated ability to troubleshoot and resolve complex network routing problems on Cisco based MPLS networks with BGP, OSPF, and Multicast 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 skills, 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 * Dream Big * Lead, Learn & Develop * Think Like an Owner * Get It Done
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