Description
DESCRIPTIONThe Data Services Customer Care Engineer is responsible for providing technical assistance in the planning and implementation of automated systems for a department or function. Will provide technical assistance in identifying and defining issues; evaluate and identify the methods and means for resolution; implementing and communicating systems and procedures.
Responsibilities
- Provide technical assistance in the planning, and implementation of automated systems for a department or function.
- Provide technical assistance in identifying and defining issues; evaluate and identify the methods and means for resolution; implementing and communicating systems and procedures.
- Work on problems of diverse scope where analysis of situations or data requires an evaluation of identifiable factors. She/he will exercise judgement within generally defined procedures and practices to determine appropriate action.
- Obtain all necessary information.
- Single point of contact for dedicated customers seeking technical assistance.
- Monitor customers connections utilizing sophisticated network monitoring tools.
- Provide initial fault isolation, proactive maintenance, status of data circuits, and monitoring of customer network equipment.
- Ensure problems are satisfactorily resolved in a timely manner with focus on providing a high level of support for all customers.
- Once trouble ticket has been created, keep customer informed of status of ticket and estimated time to repair.
- Assist in the rapid assessment of both the nature and severity of customer problems and initiates calls to various support organizations as needed.
- Assist in the collection of customer requested data such as traffic reports as needed.
- Use sophisticated tools to track all incoming and outgoing calls and tickets.
- Own calls from beginning to end.
- Four years of high school, vocational school, or equivalent
- Minimum one year work experience in a related area and/or time spent doing similar work that provides the background for the current position
- Should possess minimum CCNA and desired one of the following: MCSE, NNCSS
- Good Customer service skills
- Self managing, self directing
- Quick to Learn new skills
- Team Worker
- Excellent written and verbal communication skills
- Advanced analytical skills
- Persistent with tasks
- Calm, patient under pressure
- Good communication skills
- Experience in call center environment.
- Knowledge of Cisco, Adtran, Juniper Routers and Switches.
- Configuring Protocols on Cisco, Adtran & Juniper Routers and Switches.
- Working experience with network topologies such as: MPLS, ISDN, Frame Relay, T1, T3, DS3, ATM, OC-3 (Sonet), and xDSL.
- Experience with different protocols such as: TCP/IP, ICMP, UDP, SNMP, SMTP, BGP, and OSPF, IPX.
- Familiar with network monitoring tools and ticketing systems such as Remedy, Netcool, Naviscore, HP Openview and CiscoWorks.
- Knowledge of Operating Systems including Unix, Windows 95/98/ME/2000/NT/XP, Linux.
- Understanding of LAN and WAN Internetworking Devices: Functions of Internetworking, Linking Devices (Repeaters, Bridges, Routers, and Gateways. Configuring, Routing IP Addresses, Subnetting and knowledge of Frame Relay and ATM Switches.
- Knowledge of Nortel Networks Router Management plus configuration skills of Nortel equipment
- Knowledge of VPN/RAS, VoIP Gateways, Unified Messaging, Carrier Circuits, Analog and Digital
- Knowledge of Internet services such as: DNS, Radius, SIMS, LDAP, NIS, DNEWS, etc.
- Will generally be assigned to a department or specific enterprise function for the purposes of coordinating specific business systems
- Must be sensitive to cost effectiveness and user requirements as well as overall objectives.
- Must be a self starter, have attention to detail, professionalism, and take ownership of problems from beginning to end.
SKILLS
High School degree or vocational, Min. 1 year work experience, One of following: MCSE, NNCSS, CCNP, Cisco Routers, Cisco Catalyst Switches, Cisco Local Director, Ascend Max Series Routers, ISDN, Frame Relay, T1, T3, DS3, ATM, TCP/IP, ICMP, UDP, SNMP, SMTP, BGP, and OSPF, IPX, LAN and WAN Internetworking Devices, Nortel Networks Router Management, CCNA
Synectics offers competitive salaries and a full suite of benefits. EOE.