Description
DESCRIPTIONThe Network Services/Support consultant will perform technical support activities relating to the performance of IP service offerings. Responsible for the identification, monitoring, analyzing, sectionalizing, and referring of circuit impairments in support of IP services. Communicate with the appropriate organizations and implement a plan of resolution and possible alternative solutions directly with customers.
Responsibilities
- Conduct in-depth analysis of circuit impairments by assessing data output from a multitude of support systems.
- Recommend diagnostic tests and possible alternative network configurations based on degree of service impairment.
- Negotiate with supporting centers, coordinate tests plans, and communicate findings directly with customer.
- Escalate to senior management as necessary.
- Develop circuit design alternatives in instances of excessive, irresolvable impairments.
- Act as sole customer liaison, managing a host of IP network issues not typically found in the standard IP support model. As such must also command and in-depth knowledge of both provisioning and lifecycle support processes.
- 2-3 years experience in IP Technical Support, commanding a solid working knowledge of Router management and configuration, network engineering, subnetting, as well as an in-depth understanding of DNS and IP routing protocols.
- Prior experience interfacing directly with customers.
- 4-year degree (preferably in CS/EE/ISE) is desired.
- Flexibility in scheduling, as service offerings are supported on a 24x7 basis. Typically on call 24x7 in support of assigned account(s).
- Mandates an in-depth knowledge of the customer's network, contacts, and business applications.
SKILLS
Experience in IP Technical Support, Knowledge of Router management and configuration, Understanding of DNS, IP routing protocol.
Synectics offers competitive salaries and a full suite of benefits. EOE.