Data Service and IPT Engineer

Description

Responsibilities:

• Perform routine tasks under the direct supervision of a more experienced Data/IPT Service Engineer.
• Act as a front-line interface to customers, accepting trouble reports and dispatching them to appropriate personnel and/or carriers.
• Reactively troubleshoot and diagnose problems on proprietary IP Networks.
• Interact with Carriers and Customers to report events and/or resolution of events.
• Participate in tracking and prioritization of ticket-handling, including inter-shift turnover.
• Capable of training users in NOCC applications and system fundamentals.

Qualifications:

• Must possess the ability to write basic documentation.
• Excellent communication skills.
• Understanding of how to best prioritize escalation events is essential.
• Ability to follow instructions, both written and verbal.
• Familiarity with basic Nortel and Cisco Router commands and troubleshooting is required.
• Fundamental understanding of LAN and WAN systems.
• Must have a fundamental understanding of Cisco Call Manager, CER, routing and switching, IP Call center and Unity Call Manager as well as VoIP systems.
• Strong inter-personal and communication skills.
• Capable of explaining simple procedures in writing or verbally.
• Good phone customer service skills required.
• Required Certifications: CCNA, CCNP Certifications or Higher.
• Should have two year college or equivalent work experience. Degree area/certificate in computer science, computer engineering or related field.
• Previous proven experience in customer support, network operations, system administration.
• Ability to know what has to be done in a given situation.
• Ability to accept responsibility and meet deadlines. Motivated to advance.

SKILLS

Cisco Call Manager, Cisco Unity, Cisco CER, Cisco Routing & Switching, Customer Service, Cisco IP Call Center

Synectics is an Equal Opportunity Employer.