Company Overview
Our client offering services to companies with a full range of technology solutions, including digital security, IT consulting, voice, data, cloud services, broadband Internet, satellite telephony and business continuity. In the residential market the company also provides stable and reliable voice and Internet solutions.
GENERAL POSITION DESCRIPTION:
Provide 2nd level support to customers and technicians according to SOP's to comply with Service Level Agreement (repair time and follow up). Maintain highest level of quality in all customer interactions.
EDUCATION:
Associate degree and three years of equivalent experience in related field and/or certifications (A + & Network + certifications, CCNA and NS4 preferred) or equivalent combination of education and experience.
SKILLS and ABILITIES:
Knowledge of network topology or equivalent 1 year experience in maintenance and repair.
Experience in networking and telephony.
Experience or training of TCP/IP/UDP/ Complete understanding of TCP/IP suite such as Upper Layer Apps and Services, Transport Layer, Network Layer, Data Link Layer and Physical Layer.
Knowledge in troubleshooting and diagnostic of service interruptions in all types of transport used in the telephony business for commercial customers.
Knowledge in troubleshooting internet routing protocols. (OSPF, BGP, etc).
Advanced level of knowledge in testing DS1 & DS3 circuits.
Knowledge of Windows Office.
Must be self-motivated to Follow-up with customers to ensure 100% satisfaction with all work completed.
Knowledge or training of VOIP (SIP/ MGCP). Experience troubleshooting VOIP in different scenarios including/but not limited to restoring problems with signaling, CODECS, Packet Loss and Transport.
Experience in troubleshooting and diagnosing service interruptions in all types of transmission transport used in telecommunication industry.
Experience in phone support and troubleshooting of client communication networks.
Understand and know the basic operation of routers, switches, and firewalls
Knowledge network topologies and operation
Troubleshooting experience with telecommunications providers
Must be able to work in a fast-paced, structured, dynamic, and high-transaction environment, with the ability to maintain composure in stressful situations.
Proven ability to analyze problems and solve them creatively.
Bilingual (Spanish and English).
Computer knowledge, Microsoft Office.
Customer Focus and service oriented.
Strong verbal, written, and negotiation skills to retain existing customer base.
EEO
"Somos un patrono con Igualdad de Oportunidades en el Empleo y tomamos acción afirmativa para reclutar a Mujeres, Minorías, Veteranos Protegidos y Personas con Impedimentos."
