Operations Technician I

Posted: 1 week ago

Top Requirements:
1) Please focus on candidates with managed services experience with the following technologies as a primary: Juniper Router/Switch Cisco router/switch Aruba Access Points
2) 1-3 years of experience in a NOC environment
3) 1-3 years Customer Service experience, this person will be working in the office of the customer for the NOC
4) Candidates must be willing and able to work all shifts in a 7x24x365 environment.
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Operations Technician
Classification: Regular Full-Time
There is presently an opening for an Operations Technician in one of our managed Professional Services Network Operations Centers with an office located in Seattle, WA. Operations Technicians are responsible for fielding customer calls, opening repair tickets, monitoring the proactive tickets for customer sites, providing technical support and reporting for site repairs. Technicians use internal and external ticketing systems to in order to update ticket logs, document troubleshooting and repair efforts for these issues and report resolutions to customer. Assists in network monitoring and tracking of network events effecting customer sites, and aid in the documentation, resolution and tracking of incident tickets.
Candidates must be willing and able to work all shifts in a 7x24x365 environment. Shift assignment will be based upon the needs of the business.

Essential Job Functions and Responsibilities:
Analyze, sectionalize, isolate, and resolve trouble situations.
Manage and correlate multiple trouble reports.
Communicate with customers and vendors to collaborate restoration of various services.
Initiate internal escalations, as necessary.
Provide assistance to peers and participate in ongoing repair process improvement activities
Place proactive outgoing status calls to customers
Provide follow up and closure of assigned trouble tickets

General Work Competencies / Abilities:
Possess excellent customer service skills
Demonstrate proficiency with trouble ticketing application and other internal tools
Ability to work in a fast-paced operational environment
Ability to answer customer calls and work issues via trouble ticket proficiently and independently
Create trouble ticket which summarizes customer reported trouble
Able to recognize issues/defects that will impact the NMS implementation and monitoring
Answer inbound calls and/or redirect calls to proper *** organization if required
Create trouble ticket which summarizes customer reported trouble
Provide proactive customer updates on progression of repair
Initiate internal escalations on customer's behalf and provide follow up
Effectively manages customer expectations (status and clear description of activities)
Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities
Ability to learn in an on-the-job training environment
Ability to work all shifts in a 7x24x365 environment

Basic Qualifications:
Associate degree in Computer Networking or equivalent demonstrated experience in related technical field or position.
1+ year of technical customer call center experience
Preferred Qualifications:
Cisco and Juniper certifications are a plus