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Responsible for working escalated managed service customer trouble tickets, troubleshooting operations issues and providing technical solutions to operational problems. This is a customer facing position that requires a unique skillset of being highly technical, while delivering a great customer experience. Acts in compliance with industry and Company technical requirements, standards, policies and procedures. Works with moderate guidance in own area of knowledge.
Job Responsibility:
Manage escalated tickets from Tier 1/2 and install groups
Act as an escalation point for managed services customers
Interface with off-net carriers to drive escalated issues
Perform adjustments to customer networks as needed or upon request
Ensure that customer configurations across multiple platforms are kept up to date
Maintain and create technical documentation of processes and procedures used throughout normal operations
Acts as a knowledge resource to the Tier 1/2 and install teams
Regular, consistent and punctual attendance
Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
Other duties and responsibilities as assigned
Requirements:
Bachelor's Degree
2-5 Years relevant work experience
What we offer:
Medical, prescription, vision, and dental insurance for eligible employees
401(k) savings plan with dollar-for-dollar matching up to the first 6% of your pay
Paid time off including eight observed company holidays and flex time
Exclusive perks + discounts, including tuition assistance, commuter benefits and more