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Advance Tech Support Technician - Grand Rapids Michigan
Company: Metronet Location: Grand Rapids, Michigan
Posted On: 04/28/2024
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: |
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