CORE (Combined Ordering Retail Ecosystem) Support Technician

5 months ago

Las Vegas, United States My Next Career Path Staffing Full time
My Next Career Path Staffing - With over 20 years’ experience in Technology Staffing, MNCP Staffing matches candidates to the culture of an organization as well as required skill sets  General Purpose of the Position: The primary purpose of this position is to provide support of all services procured through Switch’s Combined Ordering Retail Ecosystem (CORE). These services can include, but not limited to: Network transport circuits, transit circuits, MPLS networks, SDWAN products, VOIP, etc. This position is also responsible for providing customer service support directly with customers along with coordinating investigations with service providers and Switch personnel when applicable. 

Essential Duties and Responsibilities: 
  • Engage various service providers to effectively resolve a multitude of events on behalf of Switch’s customers 
  • Act as primary point of contact for event and incident investigation relating to CORE services 
  • Interpret, investigate, and evaluate operational impact to customers for the CORE services and operate as an extension of their organization in coordinating remediation efforts 
  • Create and track all associated service request or incident tickets 
  • Troubleshoot, evaluate and facilitate best solutions as well as understand and execute appropriate escalation and notification procedures utilizing sound judgement 
  • Provide quality, timely and accurate end-to-end external support of any issues within functional area of responsibility 
  • Research and document summaries of incidents and provide coherent and organized reports 
  • Provide input and feedback for the use and optimization of tools, processes and procedures that contribute to the support of Switch service offerings 
  • Accurately document all actions and corresponding time allocated to tasks 
  • Work cooperatively with both the customer and the carrier during a service activation call to ensure a high level of customer satisfaction during the circuit activation process. 
  • Local, domestic, and international travel may be required at Switch’s request 
  • Other duties as assigned 

Required Job Skills: 
  • Required to work a flexible schedule according to business needs/events (to include, but not limited to nights and weekends and/or shift rotation) 
  • Punctual and reliable 
  • Ability to effectively manage deadlines 
  • Display strong organizational skills 
  • Customer service solution focus 
  • Efficiently interact with computing systems 
  • Ability to interact with staff (at all levels) in a fast paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism 
  • Excellent oral and written communication and interpersonal skills using methods such as direct contact, 
  • phone, email and instant messaging as well as documentation/tracking incidents in the ticketing system. Must be able to accurately communicate complex issues using easy to understand terminology 
  • Must have an operational understanding of various network topologies 
  • Foundational knowledge of the OSI Model and various troubleshooting techniques for identifying issues at each layer 
  • Demonstrated knowledge of industry cabling standards and datacenter infrastructure deployment 

Computer Equipment and Software:
  • Computer literate with an emphasis on Microsoft Office Suite 
  • Experience with equipment terminal access applications (Ex.: CRT, Putty, SSH) 
  • Experience with network monitoring software applications (Ex.: Syslog, Nagios, etc.) 

Education and Experience:

Certification:
  • CompTIA Network+ or Cisco CCENT recommended 
  • CompTIA A+ and Security+ recommended 

Education:
  • High school diploma and applicable trade school consistent with an aspect of critical service delivery 
  • Equivalent of education and work experience

Experience:
2+ years of experience within the Telecom, Information Technology field or related educational background which includes troubleshooting and critical path creation that leads to problem resolution as well as demonstrated ability to investigate complex events

Physical Demands: 
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
  • The data center is a 24 hour/7 day operation. This position requires the ability to work effectively under pressure and multi-task and manage multiple projects simultaneously. This person may be required to work extended hours during peak work periods. Team members will be required to communicate and relay information effectively. Work will primarily be in an office setting. 
  • While performing the duties of this job, the employee may be required to sit or stand for extended periods of time, operate a computer, and have specific vision abilities to include being able to accurately identify color coded alerts displayed via multiple monitoring systems, and have the ability to adjust focus while working with computers and business equipment. 

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