RESPONSIBILITIES INCLUDE:
- Ability to troubleshoot Layer 1 (physical layer) and layer 2 circuit issues.
- Work with CLEC’s and ILEC’s to manager tickets and troubleshoot transport and layer 2 issues.
- Engage and troubleshoot with vendors on hardware and software related issues.
- Manage customer trouble tickets through our ticketing system.
-Troubleshoot with the customers and vendors via phone, email, and chat to resolve service issues
- Provide detailed and timely ticket updates
- Experience with network monitoring tools and systems is a plus .
- Experience with SD-WAN technologies (Velo) is a plus
- Work in a 24*7*365 shift operation environment to provide an exceptional customer experience
- Router (Cisco, Adtran, Juniper) experience
- General knowledge of Firewalls, Fortinet and Meraki