Network Maintenance Technician

  • First Communications
  • Lombard, IL, USA
  • Jun 14, 2017
Full time Information Technology

Job Description

Job Description

OVERVIEW: This position is primarily responsible for monitoring and first/second level repair activities on all service delivery issues affecting customers. Additionally, NMC Technicians assist with proactive monitoring and diagnosis of network infrastructure problems.

CORE RESPONSIBILITIES:

• Receive and respond to all customer service tickets generated by the Call Center

• Respond to all automatically-generated alerts regarding our network infrastructure and VIP customer monitoring

• As needed, work On-Call rotations with high availability to respond to off-hours tickets

• Work with vendors/carriers to achieve resolution to tickets

• Troubleshoot and management of Customer Premise Routers and Firewalls

• As needed, escalate tickets to appropriate Operations or Provisioning groups to achieve resolution

• Notify management as to repeat-trouble customers and/or abnormal repair trends (i.e., repeating hardware problems on one customer, feature set issues indicating a provisioning fault, multiple tickets on same customer in short period of time, etc.)

• Keep customers regularly updated per internal policies as to the status of their repair tickets

• Provide accurate record-keeping in appropriate internal systems as to all work performed

• Additional duties as needed

REQUIREMENTS AND EXPECTATIONS

• Associates degree in Network Systems Administration, or Electronics and Computer Technology

• Familiarity with the analysis and repair of the following common telecommunications/ISP products:

o VoIP technologies (SIP routing, router config, QoS relationships between packet health and voice quality, etc.)

o Familiarity with interpreting SNMP/ICMP traps (Cordell, HP OpenView,Nagios or similar)

o Experience with troubleshooting ADTRAN/Nortel/Cisco/Juniper routers

• Familiarity with industry standard repair desk operations (proper escalation procedures, trouble ticketing, logging, customer communication, etc)

• The ability to communicate with co-workers, customers and vendors in an appropriate and efficient manner

• Strong ability to prioritize existing work and tasks

• Any experience with IP traffic, systems administration, and/or hosting systems (web, email) a plus

• Any CCNA-type or other relevant certifications a plus

• Any Telecommunications or ISP experience in a Call Center/NOC/Help Desk capacity a plus

• Linux System Administration experience a plus

• Any Telecommunications experience a plus

Company Description First Communications is a leading technology solutions provider offering data networking, voice, and managed services throughout the Midwest. Headquartered in Akron, Ohio and with a 24x7x365 Network Management Center in Chicago, First Communications is dedicated to pairing effective customer communications with next generation technology. Combined with a strong focus on the customer experience and operational expertise, First Communications bridges technology with world class customer service.