Business Operations Support

Job Description

• Proactively monitor availability and performance of the (client) network and infrastructure using various tools.
• Respond to alerts, incident tickets and email requests presented to Network Operations.
• Work as first level escalation for NOC 1.
• Handle escalation calls from Vendors, Call Centers, Dispatch, and Field personnel as needed.
• Perform daily routines and tasks as required.
• Escalate issues as needed to, BOSS, NOC 3, Operations or Engineering teams per procedures.
• Accurately document all issue details in appropriate ticket or notification tools.
• Assist in communication and notification of major events to internal teams.
• Assist with modification and creation of standard operating procedures.
• Ensure appropriate communication occurs between shifts.
• Additional duties and responsibilities as required.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 1-3+ years in technical support.
• Knowledge or exposure to Internet protocols, including TCP/IP, DNS, DHCP, and/or hosted VoIP solutions.
• Familiar with various networking fundamentals related to routers, switches, LAN, WAN.
• Experience or exposure to virtualization (VMware, Zerto, or Veeam).
• Strong troubleshooting skills.
• Proficient with word processing and spreadsheet software, internet software and email.
• Ability to learn billing software systems and access online support/tools.
• An understanding or ability to learn of local, long-distance and toll free telephony, recognize and assist in resolving LNP porting, LIBD, PAC, telephony features, VoIP, and customer premise equipment. Prior experience in a Network Operations Center/Data Center environment is desirable.
• Knowledge of RF signals and HFC networks.
• MS Office, internet software, e-mail communication, ICOMs billing system preferred.