Service Specialist
2 months ago
Company Overview:
**Responsibilities**:
This is a “Level 1” support position in NWN Carousel’s NOC for the ECG Managed Services team, which supports NWN Carousel’s customers. Engineers in this team are responsible for:
- Diagnosing and remediating incidents and problems related to Avaya Enterprise
- Triaging customer issues across all technology stacks and assigning to the appropriate technicians and assignment groups if not able to handle within ECG team
- Working within a team of Carousel ECG colleagues, NWN Carousel service desk, vendors, client personnel, various managed services engineering teams, and project personnel
- Fulfilling both simple and complex Moves, Adds, Changes, and Deletes (MACDs) and/or Change Requests from customers across a number of systems and platforms
- Utilizing existing tools, including SAL, Nectar, Engtools, Wireshark, OpsRamp, and other related tools to proactively recognize issues and trends
- Providing timely and effective resolution of issues to meet business requirements and Service Level Agreements
- Providing follow up to ensure proper problem and resolution management is being done to prevent recurring incidents
- Mentoring Technicians and Level 1 Associate Engineers
- Maintain senior-level expertise with multiple products serviced by the Systems Engineering team
**Customer Support**
- Acts as an escalation point for incident and problem resolution.
- Services customers’ simple and complex service requests and MACD tickets across multiple technical platforms.
- Triages, diagnoses, and remediates customer problems using existing troubleshooting documents as well as own knowledge of networking equipment and operations. Technology serviced may include (but will not be limited to) the following:
- AVAYA Enterprise products
- Virtualization: VMware
- SBC products AVAYA, Ribbon, Oracle,
- Executes patches and upgrades of the following:
- AVAYA Enterprise products
- Recognizes and appropriately escalates client issues to proper resources in the event resolution cannot be reached, including providing detailed and immediate notification and updates to key individuals/groups affected.
- Maintain discipline and professionalism during all interactions and in all verbal or written communications.
**Reporting/Information Resources**
- Performs routine reporting and analysis of data elements via various client access methods/systems.
- Responsible for inputting data into NWN Carousel’s ticketing, alarming, and other internal tracking systems.
- Identifies and researches account discrepancies to ensure data consistency between systems.
- Corrects and updates system information as needed.
**Analysis, Problem Solving, and Service Planning**
- Responsible for making decisions in resolving problems of a technical nature within pre-defined limits, referring anything of a more complex nature to team members/senior staff.
- Responds to all inquiries effectively and responsively, deciding upon appropriate follow-up action.
- Plan and organize own day to day tasks within the parameters set out by senior staff in line with service delivery
- During each shift worked, update all tickets not in an “SLA Paused” state that are assigned to self
- Document troubleshooting steps and results within ticketing system(s) in both a concise manner or comprehensive manner, depending on what level of detail is required.
- Build and/or review Problem Analysis Reports and Root Cause Analysis (RCA) reports
**Developing Knowledge of Internal Process, Systems and Technology**
- Develop solid working knowledge of the support area(s) assigned, as well as knowledge of peripheral support areas assigned to the team.
- Continually self-educate using various training methods and tools to maintain a high level of proficiency in applicable technologies.
- Work to develop a deeper understanding of NOC operations, including commonly used software, hardware, and other equipment used to support Carousel’s customers; use experience to make any appropriate recommendations.
- Build relationships with vendor contacts who you may need to work with to solve complex, escalated issues.
- Understand individual and departmental goals and the direction to achieve the goals.
**Non-Essential Duties and Responsibilities**:
- Performs other duties as assigned.
Qualifications:
- A minimum of 2 years’ experience supporting telecommunications as well as related experience in Data Networking as it applies to telecommunications
- A minimum of 2 years experience supporting AVAYA enterprise environments including related hardware and software
- At least 2 years’ experience supporting AVAYA Telecommunications environments
- Familiarity with DNS, and DHCP ASA, Putty, Terminal windows, AVAYA alarm management
- Bachelor’s Degree preferred; or minimum of high school diploma (or equivalent) and 5 years of experience in an IT or MSP role required.
- Prior experience working in a service desk or a technical call center e
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