Network Control in Melbourne, FL
1 month ago
Location: Melbourne, FL, 32919
Duration: 12 Months.(temp to hire)
Description
Looking for an enthusiastic, goal oriented, and engaged team member to fill an exciting Customer Service Representative opportunity and become a key member of our fast paced and dynamic Network Operations Control Center (NOCC) supporting the safety of our national airspace. A technical background is not required, but the ideal candidate has a passion and disposition for continued learning and professional growth. This innovative position will offer candidates the opportunity to start as a Customer Service Representative (CSR) with the expectation for continued growth and progressing into roles of increasing responsibility and technical knowledge to potentially become a Network Operations Specialist (NOS). This is a contract to hire position after exhibiting skills and capabilities in the workplace. As an full-time employee you will be eligible for paid time off, paid holidays, 401K matching after one year of service, access to Family Medical Center, a variety of medical dental and vision plans to fit your needs as well as educational assistance and employee resource groups for Networking, Employee Discount platform, Employee 24x7 Gym, Dress for your Day, Employee Referral Bonuses, and strong Diversity, Equity & Inclusion resources.
Job Description:
- Provide technical support handling inbound and outbound calls, managing Outlook Email queues, and inputting data to an Incident Management Queue in a Call Center environment.
- Monitor alarm conditions, analyze, and troubleshoot network to proactively identify and minimize disruption and impact to the FAA network.
- Use software tools and procedures, check availability, and assign field technicians to jobs.
- Maintain Field Technician incidents tickets (submit new incidents, keep existing incidents updated and accurate, help technicians resolve incidents).
- Able to follow standard procedures and prioritize tasks according to urgency and importance, in a team environment and adapt quickly to new procedures and changing situations.
- Ability and willingness to learn the OSI Model.
- Willing to participate in team training to learn IP and Time Division Multiplexing (TDM) technologies.
- Ideal candidate will have proven communication and customer service skills, strong attention to detail and be able to remain calm during urgent situations.
- Work in an onsite 24x7 network Call Center environment where shift and workday flexibility is required, along with on-call hours.
- Support short-term emergency evacuation to local backup facilities, if initiated.
- High School Diploma or equivalent and a minimum of 6 years of prior relevant experience or 2 years post-Secondary/Associates Degree with a minimum of 2 years of prior related experience.
- Customer service experience a plus.
- Networking experience with OSI Layers 1, 2, and 3.
- Networking technologies experience with SONET and/or Time Division Multiplexing (TDM).
- Familiarity working with networking technologies such as RF, OSPF, BGP, MPLS, and HSRP.
- Employ test methods to analyze channelized/unchanneled T1, T3, utilizing DACs equipment, Ethernet, IP, Frame Relay, ATM, WAN, LAN, SONET, and TDM.
- Experience with Network Management tools such as Cisco Prime SNMPc, Orion, and Netflow.
- Experience in UNIX and Remote Access solutions.
- Experience with call center phone systems and working with geographically dispersed teams.
- Interest to track metrics and seek operational improvements using Excel.
- Experience with Office Applications (Outlook, Excel), Remedy Incident Management System (or equivalent), or Dispatch experience.
- Certifications (or willingness to learn) such as Cisco Certified Network Associate (CCNA), Network+, JNCIA, and ITIL v4
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