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Client Support Specialist
1 month ago
We are seeking a highly skilled Client Support Analyst/NOC Tech I to join our team at Pyramid Consulting, Inc. This is a 07+ months contract opportunity with long-term potential and is located in Kansas City, MO (Onsite).
Job Summary:The successful candidate will be responsible for monitoring, managing, and maintaining all edge network devices, performance, and quality across the Client network. This includes telecommunications circuits, routers, switches, firewalls, VoIP systems, failover solutions, and platforms.
Key Responsibilities:- Monitor and manage network devices, performance, and quality.
- 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.
- Communicate daily with various departments, 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 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-Client, Fortinet, VeloCloud, etc.).
- Experience: 1-2 years of experience working in a telecommunications environment preferred, but not required.
- 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, 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.
