This position is responsible for dedicated customer service and technical support for CBTS business products consumed by a strategic Enterprise customer including but not limited to Broadworks, WebEx, Microsoft Teams, Meraki, VeloCloud, and PDUs as well as collaboration with CBTS AWS and CBTS Patching Engineers. This operational position requires Engineering to speak directly to customer resources and CBTS resources via an inbound call center as well as during critical outage bridges about a wide variety of technical issues/requests. This position will also act as an escalation point for Level I engineers on a variety of issues/requests. Responsibilities will include providing the necessary support in order to resolve the customer's issues, to fulfill requests, and to handle or oversee scheduled maintenance events in a manner that meets or exceeds agreed upon Service Level Agreements (OLAs/SLAs) with internal/external teams and stakeholders.
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 (50%)
- Document work updates in a company-provided ticketing system until resolution is complete and ticket is resolved (20%)
- Provide recommendations to be considered in developing the Technology roadmap. (10%)
- Collaborate closely with Enterprise Architects, Security, and IT staff to drive company objectives (10%
- 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
- Four years of College resulting in a Bachelor's Degree or equivalent
Certifications, Accreditations, Licenses
- ITIL Foundations Certification Required
- Net+ Required -- CCENT Preferred
- Cisco CCNA Certification Required
- Cisco CMNA Certification Required
- Junos JNCIA Preferred
- VeloCloud SDWAN Troubleshooting Certification Required
- WebEx and Microsoft Teams experience Required
- SIP School Certification SSCA Preferred
- 5+ years of experience in a Service Desk and/or Technical Support environment
- 5+ 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 with providing technical input on the VoIP and Networking needs of all software and hardware used in the customers environment
- 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
This position does not have any supervisory responsibilities.
The work is primarily performance in an office or remote environment.