Job Description

Essential Job Functions and Responsibilities

• Surveillance of the Network using monitoring tools.

• Verify maintenance is completed without out complications in the Network.

• Perform trouble isolation and resolution on customer reported problems associated with the service(s).

• Engage additional Technical Assistance teams to assist with trouble resolution

• Follow up and closure of assigned trouble tickets.

• Work with field technicians on customer or network issues of complex and chronic nature to resolution.

• Working with internal and external customers to resolve issues.

• Assist with ongoing training of employees and help train new employees.

Basic Qualifications:

• One + year of Prism/Internet Support experience or the equivalent in training and experience

• Ability to work all shifts in a 24 x 7 environment including holidays

• MS Office application suite

• Apply excellent customer service skills

• Ability to work independently with lead technician or supervisor assistance

• Proven time management and organizational skills.

• Must be able to multitask



Preferred Qualifications:

• Associate's Degree in Computer Science or directly related field.

• Experience monitoring the Data Network, locating and identifying areas of deterioration.

• Experience monitoring the status of system outages and keeping management informed of any changes.

• Experience evaluating hardware and software problems and assigning responsibility of the problem.

• Strong customer relations experience in resolving customer service issues or technical support.

Education

Associates or Equivalent in Computer Science or Other Technology