Data Services Customer Care Engineer

Illinois  ‐ Onsite
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Keywords

Description

DESCRIPTION
The 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.
Qualifications
  • 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.

Start date
n.a
From
Generic Network
Published at
06.10.2011
Project ID:
249154
Contract type
Freelance
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