Client Support Analyst

9 hours ago

Kansas City, Missouri, United States Pyramid Consulting Full time
Job Title: Client Support Analyst/NOC Tech I

Immediate need for a talented professional to join our team as a Client Support Analyst/NOC Tech I. This is a 07+months contract opportunity with long-term potential and is located in Kansas City, MO (Onsite).

Job Summary:

We are seeking a highly skilled and experienced professional to join our team as a Client Support Analyst/NOC Tech I. The successful candidate will be responsible for monitoring, managing, and maintaining all edge network devices, performance, and quality across the Client network. The ideal candidate will have a strong background in telecommunications, network operations, and incident management.

Key Responsibilities:
  • Monitor and manage all edge network devices, performance, and quality across the Client network.
  • Perform Event Management and Incident Management in accordance with established process and procedural guidelines.
  • Create and triage trouble tickets, including remote testing.
  • Troubleshoot and repair Client provided services (e.g. Voice: TDM, VOIP, and SIP and/or Data: DIA, MPLS, and VPRN).
  • Update assigned tickets, escalating to various carriers and personnel as required.
  • Communicate daily with various departments within the Client, other telecommunication providers, Enterprise customers, and vendors to discuss and coordinate necessary resources to resolve incidents.
  • Stay up to date on organizational SOPs.
  • Perform other duties assigned by NOC Management team.
Key Requirements and Technology Experience:

The ideal candidate will have:

  • IP and Ethernet networks, and voice services, network operations, Event Management, and Incident Management experience.
  • High School Diploma or equivalent required. Associate degree or Bachelor Degree preferred but not required.
  • Vendor certifications preferred but not required (BTI, Cisco, Ciena, AdTran, Alcatel-Client, Fortinet, VeloCloud, etc.).
  • 1-2 years of experience working in a telecommunications environment preferred, but not required.
  • Experience/training on voice and data communication networks and the individual elements within those networks, data/wireless communications principles.
  • Ability to resolve network and customer-initiated incidents quickly and effectively while communicating in an empathetic manner with our customers.
  • Self-awareness and willingness to escalate issues and follow up to ensure incident resolution.
  • An analytical mindset that appreciates solving problems.
  • Good computer and written/verbal communications skills, possess the ability to take on new, demanding challenges, demonstrate the ability to assume new levels of responsibility and deal effectively with other people.
Base knowledge of some of the following technologies:
  • Carrier transport circuit technologies such as Ethernet over Copper (EOC/EFM), ADSL, T1s, fiber services (DWDM), and Metro-Ethernet.
  • Network infrastructure, DNS, IP Subnetting.
  • Dynamic Routing Protocols (BGP, OSPF, RIP and EIGRP).
  • Telephony based technologies (TDM, Converged, VOIP, SIP, etc.).

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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