Job Description

• Actively troubleshoot several service types such as T1, DS3, and ethernet solutions

• Escalate and hold LEC Partners accountable for offnet repairs

• Provides accurate and consistent customer communication during established intervals using phone, email, and ticketing notes

• Efficiently and accurately manages customer-initiated trouble tickets to resolution.

• Maintains customer relationships, both internal and external

• Monitors the performance of the telecommunications networks, including usage, load patterns and system response



Qualifications

• Basic understanding of the OSI networking model physical, data link, and network layers

• A proven track record troubleshooting technical issues

• Ability to manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation

• Practicing excellent customer service

• Demonstrating 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

• Ability to work in a 24 x 7 fast paced environment

• Ability to interface in a professional manner with management and customers

• Aptitude for on the job training

• Comfortable asking questions

• Eager to learn and build skills

• Able to effectively manage multiple issues simultaneously thorough effective work prioritization

• Demonstrated ability to make sound decisions and logical thinking when under pressure

• Demonstrated leadership profile to proactively track and escalate issues, engage resources to expedite service/network outages, professional interaction skills with customers and management. Ability to relate technical issues to management and lead personnel.