Proactively monitor assigned accounts for circuit and/or service trouble and notify customers upon trouble identification.
Coordinate trouble resolution with ILECs and other service providers in order to minimize customer (and non-customer) affecting downtime.
Respond to and track any such issues by ensuring the customer is promptly notified while ensuring resolution and/or proper handoff to team members.
Respond to Network-wide outages including, but not limited to; Softswitch Failure, DS3 Failure, Voice Trunk Outage, and Auxiliary Service outage.
Take ownership of any such network issues and follow them through to resolution, ensuring constant internal & customer contact/update.
Use of NMS systems (Netcool and Proprietary T1 Monitoring tool(s)) to detect and respond to customer T1 issues, as well as possible use of remote notification (via pager or cell phone).
Create weekly and/or monthly reports in order to track and trend recurring issues and isolate possible trouble commonalities.
Receive trouble reports from end user retail customers (via inbound ACD phone calls)
Perform proper trouble ticket entry and administration
Adhere to escalation procedures and customer care processes
Escalate troubles to vendor/service providers when appropriate
Actively participate in training classes for new products and services, as well as refresher trainings, as scheduled
Monitor (via NMS) and maintain the Cbeyond voice and data networks
Knowledge, Skills, and Abilities:
Excellent and proven Troubleshooting skills – specifically in the following areas;
Layer 1 transport , DS1 (including PRI) and DS3 Circuits (circuit provisioning/turn-up experience a plus)
TCP Protocol Stack and IP Connectivity
Voice over IP (VoIP)
Fax and Modem Transmission
Excellent analytical and communication skills, including the ability to retrieve raw data and present information for analysis.
Self starter who can work effectively both independently and in a close-knit team environment. Candidate should also be able to complete assigned duties and/projects with little or no supervision.
Ability to manage multiple project simultaneously (i.e. excellent multitasking ability)
Excellent customer service and customer interaction skills a must (previous sales engineering experience a plus)
Experience working in a largeNetworkOperationsCenterenvironment
Experience interfacing with LECs, ISPs, and other vendors or service providers.
Thorough knowledge (and proven ‘hands-on’ experience) of the following;
Cisco ESR 10008 or similar (e.g. Cisco 12000 GSR or Juniper M10 Routers)
Cisco AS5850 or similar (e.g. Cisco AS5300 or Lucent TNT/CVX)
Cisco 7200 series routers and Cisco Catalyst Switches (set and IOS based enterprise level)
Cisco BTS Call Agent SoftSwitch or similar (e.g. Viper Softswitch or NACT Softswitch)
WAN and LAN protocols and technologies – specifically BGP, OSPF, MPLS, Ethernet, NAT, and DHCP.
Advanced configuration experience with Cisco routers and switches is mandatory (Juniper experience is acceptable).
Ability to work various shifts is required
Experience working for production internet service providers, ASP, ILEC, CLEC, or IXP.
4-year technical degree (preferably Engineering or Telecommunications) or proven equivalent work experience
CCNP Certification or proven application of CCNP concepts (Routing, Switching, Remote Access, and Troubleshooting)
Experience with DMS or 5ESS switches
Thorough knowledge of MGCP (or alternatively, IPDC and/or SIP) and SS7 (including use of SS7 Protocol Analyzers)
Some experience with UNIX or LINUX Operating Systems
The above declarations are not intended to be an “all-inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and be a reasonable representation of its activities.
Cbeyond is not accepting unsolicited assistance from search firms for this employment opportunity without being specifically engaged for the role through our Vendor Management System. All resumes submitted by search firms to any employee at Cbeyond via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Cbeyond HR/Recruitment will be deemed the sole property of Cbeyond. No fee will be paid in the event the candidate is hired by Cbeyond as a result of the referral or through other means.
Cbeyond - 2 years ago
Cbeyond, Inc. (Nasdaq: CBEY), a cloud and communications services provider, is the technology ally for small and mid-sized business. Our...