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Telecom Tier I Support Engineer

Company: Magna5 LLC
Location: Troy
Posted on: October 14, 2020

Job Description:

Description:
POSITION SUMMARY:The Tier I Support Engineer is primarily focused on assisting with the troubleshooting of various issues, service requests or incidents. The engineer will have a hands-on role in utilizing various tools to capture and review calls and messaging, including any issues or technical questions related to SIP trunking, unified communications, internet, dial tone, long distance, toll free, etc. Individuals in this position must be able to prioritize these issues, understand basic network design, and use the appropriate tools to diagnose and provide resolution in a timely manner. Strong communication and multi-tasking skills are needed to interact with internal departments, external vendors as well as being able to communicate in a non-technical language with customers. The engineer will work in a team environment with other telecommunication specialists and field technicians, to reach all company objectives, as well as on their own with some supervision.FUNCTIONAL RESPONSIBILITIES AND DUTIES:Support- The Tier I Support Engineer will be part of a dedicated team who will strive to deliver superior customer service, one of the trademarks of Magna5, to our small and mid-market business customers. In this position, you will be assessing and troubleshooting on a daily basis a handful of complex incoming trouble tickets for services such as Hosted VoIP and SIP Trunking, Data Networks, Local Services and Long-Distance Services.--- Deliver superior and personable customer service experience from start to resolution of a ticket/inquiry--- Monitor the Support ticketing platform, voicemail and chat queue--- Open trouble reports for Tier I - II issues for both on network and off network products and services--- Proactively monitor internal and external intervals from ticket creation to resolution time and escalate as needed--- Provide high level support for customers/product channels as well as field technicians needing assistance.--- Light provisioning of remote call forwards, ANIs, account codes, toll free, trunks, DIDs in order to restore services--- Updating IP authentication information for customers--- Detailed documentation of all troubleshooting steps to resolution--- Research technical inquiries from internal and external customers--- Perform basic network performance tests such as ping tests and trace routes, test calls, etc.--- Create and pass through scheduled maintenance notifications--- Manage maintenance notification databaseAdditional Responsibilities:--- Provide after-hours support Employee will be part of a Saturday work rotation and be logged in and available through the MAGNA5 phone system, Email System, VPN and Support Systems to manage necessary incoming trouble reports.--- Knowledge share with internal teammates to close any gaps in experience providing fluid and transparent customer experience.--- Provide remote customer support for troubleshooting, training, sales support or customer relationship building as needed..

Requirements:
Education:Prefer Bachelor's degree related to technology or relevant technical certifications to support the roles and responsibilities of your position profile. Relevant and significant industry experience may provide as a substitute for the education requirement.Experience:Minimum of 3-5 years' experience in the Network Services and/or Information Technology arena. We encourage college graduates with related degrees to apply. This may provide as a substitute for years of experience. Possess business modeling skills; experience as the primary creator of value; experience in leading consolidated effort.Minimum Requirements:The ideal candidate will have experience in the following areas:--- Adtran Routers--- Class 5 switch features and translation database - Metaswitch preferred but not required--- Class 4 switch translation database - SANSAY preferred but not required--- SIP phones - Mitel and Polycom--- SIP softphones--- Working with Tier I and Tier II carriers--- Analog Telephony--- FXS and FXO--- Networking - ARP, DNS, DHCP, Firewall, FTP, HTTP/HTTPS, routers SD-WAN, ssh, switches, telnet, and VLANs--- OSI 7 Layer model--- PBXThe ideal candidate will also exhibit knowledge and understanding of the following areas:Experience in utilizing performance indicator metricsAwareness in tech enabled service modelsExperience operating within a, tech enabled OSS systemsExperience in managing customer satisfactionPM19 PI124726228

Keywords: Magna5 LLC, Troy , Telecom Tier I Support Engineer, IT / Software / Systems , Troy, New York

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