The candidate will enable customers that utilize the communications networks and systems to conduct their business, with world-class support and services. The candidate will proactively monitor and resolve issues before the customers’ business is impacted.
Measurement of Success: Excellent working relationship with all of our customers and partners. Ability to troubleshoot and diagnose issues with our LAN and WAN, dial in, while meeting service level commitment timeframes. Excellent customer service delivery as demonstrated by clear, detailed and concise trouble tickets and outage notification communications. Technical abilities to resolve 1st level networking and systems related issues. Network availability stats that meet our objectives.
Area of Responsibility: LAN / WAN Network and Server monitoring and troubleshooting, Dial-in environments, and application / network performance analysis using network performance analysis using network sniffer technologies along with other troubleshooting technologies. Resolve somewhat complex problems. Serve as an escalation point for junior staff members. Manage problems to ensure they are escalated and resolved in a timely manner. Supports level 2 production needs and maintenance of systems to ensure performance levels. Performs organized systems test and post implementations audits to determine proper system functionality. Address limited end-to-end performance analysis and tuning as required for all open systems and applications. Provide technical development and support skills within the LAN / WAN environment.
Flexibility; the center provides 24x7 support
Excellent problem management skills
Excellent vendor management skills
Excellent interpersonal skills
Excellent communication skills both written and oral
Some knowledge of NT, UNIX system support and troubleshooting
Working knowledge of CISCO / HP routers, switches and hubs
Solid internetworking troubleshooting skills
BS/BA desirable, High School Diploma, NT, UNIX, CICSO Technical certifications
MCN 2K and VPN experience.
Tanager, Inc. - 15 months ago