Client Support Specialist

1 week ago


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

Pyramid Consulting, Inc. is seeking a highly skilled Client Support Analyst/NOC Tech I to join our team. As a key member of our NOC team, you will be responsible for monitoring, managing, and maintaining edge network devices, performance, and quality across the Client network.

Key Responsibilities:
  • Monitor and manage 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, including voice and data communication networks.
  • Communicate daily with various departments, telecommunication providers, and vendors to discuss and coordinate necessary resources to resolve incidents.
  • Stay up to date on organizational SOPs.
Key Requirements and Technology Experience:
  • Key Skills: IP and Ethernet networks, network operations, Event Management, and Incident Management.
  • Education: 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-Lucent, Fortinet, VeloCloud, etc.).
  • Experience: 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.

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, color, 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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