Strategic Customer Support Technician - BTS (Remote)

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Strategic Customer Support Technician

The Strategic Customer Support Technician will perform customer trouble isolation and repair, document issues and incidents across the voice, video, and IP network. This position recognizes, acknowledges, fixes, documents, and clears customer trouble tickets. The Strategic Customer Support Technician provides support through troubleshooting customer issues, analyzes customer records, works closely with Field Technicians to resolve customer issues. Provides support in a quality-oriented, professional manner that will aid and facilitate the teams in exceeding customer expectations.

ESSENTIAL JOB FUNCTIONS:

• Troubleshoots voice, data, and video troubles.
• Provide troubleshooting support for Field Services technicians.
• Provide technical training to peers.
• Answers incoming calls to ensure that service levels are being met.
• Perform customer premise fault analysis, isolation, and remediation in Voice, Video, IP, optical, and other technologies.
• Provide Single Point of Contact duties for high-risk & service impacting events.
• Interface with customers, engineers, vendors, and technicians to resolve trouble reports.
• Escalation of events internally and externally to minimize customer service disruptions.
• Provides status updates to network events to customers in the event they receive a call.
• Operate in alignment with BTS hours of operation. Including on-call and weekend coverage.
• Work tickets in a priority manner, detailing in each ticket the steps taken, results received, and resolution.
• Train others as needed on process and technologies.
• Perform other related duties as assigned.

JOB QUALIFICATIONS AND REQUIREMENTS:

• Highschool Diploma or GED required and IT/Help Desk/NOC or A+, CCNA, CCNP or equivalent degree/certification
• 2 years' experience working in the telecommunications industry troubleshooting VOIP, SIP, and/or TDM (ISDN, PRI) technologies
• Metaswitch experience (UMG, CFS, EAS, SIP Provisioning Server, SAS, MetaView)
• Ability to work with SS7, ISUP, SIGTRAN, TCAP, AIN, SIP, T1, T3, and SONET with Adtran Voice Gateway experience
• Understanding of Vision Metrix for use in customer troubleshooting
• Juniper switch experience, and a firm understanding of routing and tagging traffic from router to router using SDPs and VLAN tagging/translating
• Preferred Accedian & Nokia knowledge
• Ability to interpret a variety of instructions furnished in written, oral diagram, or schedule form
• Excellent verbal and written communication skills both internally and externally

What we offer

An opportunity to fuel your passions. We offer full benefits package, Health, Vision, Dental with competitive pay and aggressive 401k match up to 6%. You will have an opportunity to put your brand on paper and leave your mark on the Telecomm industry as we continue to grow rapidly!

Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

Join us and find out what it means to love your career!
At Metronet, we are the nation's largest independently own 100% Fiber Optic company founded in the Midwest. We are customer-focused and provide cutting-edge fiber optic communication services, including fiber internet and full-featured Fiber Phone. We have been growing communities since 2005 and have built networks in more than 250 cities across 16 states.

We are proudly recognized as a Top Diversity Employer by in 2022. We believe in our people by growing their talent, offering career paths, advancement opportunities and skill development.

Pay rate: $20.00/hr.

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