Responsibilities
- Diagnose and resolve physical and data link layer connectivity problems.
- Coordinate with competitive and incumbent local exchange carriers to manage and resolve circuit-related service tickets.
- Collaborate with third-party vendors to identify and fix hardware and software malfunctions.
- Oversee customer support tickets using a centralized ticketing platform.
- Communicate directly with customers and vendors through phone, email, and live chat to address service disruptions.
- Maintain accurate and up-to-date ticket documentation with clear resolution timelines.
- Familiarity with network monitoring platforms is considered beneficial.
- Prior exposure to SD-WAN solutions, including Velo, is advantageous.
- Operate within a round-the-clock, year-round shift schedule to support continuous service operations.
- Demonstrated experience configuring and troubleshooting routers from Cisco, Adtran, or Juniper.
- Working knowledge of firewall technologies, including Fortinet and Meraki devices.
Other
Work in a 24*7*365 shift operation environment to provide an exceptional customer experience
