Essential Functions
- Provide technical support for voice and data business products provided by CBTS including but not limited to incident management, task management, change management, and proactive platform stability monitoring (70%)
- Document work updates in a company-provided ticketing system until resolution is complete and ticket is resolved (20%)
- Serve as the Escalation Manager for internal and external stakeholders including facilitation of and/or participation in declared P1s/Major Incidents (5%)
- Collaborate with the assigned Service Delivery Manager, internal stakeholders, and vendors to fulfill any RCA/RFO requests. (5%)
- Other duties as assigned
Education
- Four years of High School or equivalent
Certifications, Accreditations, Licenses
- Bachelors degree in Information Technology or related field of study preferred
- ITIL Foundations Certification Required
- Net+ Required -- CCENT Preferred
- Cisco CCNA Certification Required
- Cisco CMNA Certification Preferred
- VeloCloud SDWAN Troubleshooting Certification Required
- WebEx and Microsoft Teams experience Preferred
- SIP School Certification SSCA Preferred
Experience
- 3+ years of experience in a Service Desk and/or Technical Support environment
- 3+ years of experience in VoIP and Network Engineering in a Managed Service Provider or similar workspace
Special Knowledge, Skills, and Abilities
- Experience in Data Center and Enterprise Routing and Switching is required
- Ability to troubleshoot large enterprise networks
- Experience supporting network security devices (IPS/IDS, Firewalls, Load balancers) and Encryption devices
- Proven experience working with Network Management and Analysis tools
- Experience working with VoIP Networking
- Experience working with Cloud Networking
- Experience with Cisco Broadworks, Cisco Meraki, VMware, Palo Alto, SASE, and any other SDWAN vendor
- Experience with Azure, AWS and/or GCP a plus
- Excellent written and oral communication skills
- Ability to think technically then translate into clear verbal and written communication for technical and non-technical audiences
- Excellent customer service and conflict resolution skills
- Solid understanding of Information Technology and computing systems
- Solid networking fundamentals
- Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint
- Familiar with ServiceNow Management System
- Demonstrated a desire for self-directed education regarding IP, Networking, and VOIP technologies
- Ability to help others while meeting individual performance goals
- Ability to work remotely.
