Job Summary
Qualifications:
· Four (4) plus years of experience on supporting and managing network infrastructure and network related devices or experience as agreed with Company.
· Experienced in racking, stacking, cabling and decommissioning of network hardware devices.
· Experienced in Site Services support for network device maintenance and support (console/remote)
· IT/Telecoms experience with but not limited to routing, switching, firewalls, WiFi, IP Telephony (“IPT”), and Radio Frequency (“RF”) equipment (as required) such as microwave radios, cellular nodes, and very-small-aperture terminal (“VSATs”).
Key Responsibilities
2. Conduct Root Cause Analysis On Escalated Issues, Employing Diagnostic Tools And Methodologies To Identify Underlying Problems And Implement Effective Solutions.
3. Enhance Operational Efficiency By Updating And Managing The Knowledge Base, Documenting Resolutions, And Sharing Best Practices To Foster A Culture Of Continuous Improvement.
4. Train And Mentor New Team Members And Analysts, Facilitating Knowledge Transfer And Ensuring Adherence To Quality Standards And Company Policies.
5. Ensure Positive Customer Experience By Optimizing First Call Resolution Rates And Minimizing Case Reopens, Ultimately Aiming For High Customer Satisfaction (Csat) Scores.
Skill Requirements
· Respond to ServiceNow incident tickets. · Patching cable installation and recovery. · Installing power leads. · Installing, removing or swapping equipment. · Locating and or identifying network circuits and tagging the demark location. · Providing escort services for Company third party vendors or subcontractors wherever Contractor is providing support. · Adhering to the risk management processes, including conducting walkthroughs, work permits, change management, attending safety training; and reporting incidents. · Comply with the Company's audit requirements, information protection requirements, security requirements and standards detailing physical access management, and Company standards for operational excellence. · troubleshooting and patching power cables; · identifying a switch port location; · pinging key Devices and performing DNS lookups · troubleshooting, installing, and where necessary removing equipment and/or components; and during troubleshooting perform visual checks for hardware failure lights or console error messages, power status and hardware labels wherever Contractor is providing dedicated support or when Contractor’s technician is at the site · assisting with the identification and reporting of communications room environmental issues to the Company (e.g. lack of cooling, water leaks). · Perform IMAC activities for end user business LAN and voice devices. · Adhere to Company change management procedures and practices. · Monitor and respond to emergency conditions effecting operations to the extent that services can be safely provided (e.g., hurricanes, earthquakes, etc.). · Adhere to Company’s Business Continuity Plans and Disaster Recovery Plans. · Provide smarthands support for other telecommunications infrastructure, including, but not limited to: · Fiber optic and copper cable installation, maintenance, troubleshooting and repair (working with cabling contractor as required). · WiFi and BLE systems. ·
Other Requirements
Four (4) plus years of experience on supporting and managing network infrastructure and network related devices or experience as agreed with Company. · Experienced in racking, stacking, cabling and decommissioning of network hardware devices. · Experienced in Site Services support for network device maintenance and support (console/remote) · IT/Telecoms experience with but not limited to routing, switching, firewalls, WiFi, IP Telephony (“IPT”), and Radio Frequency (“RF”) equipment (as required) such as microwave radios, cellular nodes, and very-small-aperture terminal (“VSATs”). Responsibilities: · Respond to ServiceNow incident tickets. · Patching cable installation and recovery. · Installing power leads. · Installing, removing or swapping equipment. · Locating and or identifying network circuits and tagging the demark location. · Providing escort services for Company third party vendors or subcontractors wherever Contractor is providing support. · Adhering to the risk management processes, including conducting walkthroughs, work permits, change management, attending safety training; and reporting incidents. · Comply with the Company's audit requirements, information protection requirements, security requirements and standards detailing physical access management, and Company standards for operational excellence. · troubleshooting and patching power cables; · identifying a switch port location; · pinging key Devices and performing DNS lookups · troubleshooting, installing, and where necessary removing equipment and/or components; and during troubleshooting perform visual checks for hardware failure lights or console error messages, power status and hardware labels wherever Contractor is providing dedicated sup