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Operations Technician (Remote)

  • Location: Baltimore, 21201
  • Job Type:Contract

Posted 22 days ago

Position: Operations Technician (Remote)
Location: Baltimore, MD 21201 - Remote
Term: 3 months
 
Day-to-Day Responsibilities:
  • Responsible for identifying and resolving customer reported trouble.
  • Provide advance technical support to include remote trouble diagnostics and correction.
  • Assist with answering customer calls during overflow/outage situations.
  • Updates status to customers on an as required basis.
  • Escalation of customer and network trouble to ensure timely resolution.
  • Actively work with local exchange carriers and internal operations centers to ensure current services are active and restored within the Service Level Agreements.
  • Keep the project team updated with daily progress reports on any assigned actions.
  • Using SolarWinds and Web Helpdesk access this position will monitor and isolate layer 2/3 problems on the IP platform, VPN and MPLS Network.
  • Detailed understanding of DS0/1 and 3 circuits: point to point, private line, and Ethernet.
  • The desire to work in a complex 24x7 call center.
  • Ability to work off hours/on call and during holidays
  • Takes full ownership and accountability in areas assigned.
  • Takes independent action and rarely requires guidance, often proactively take the lead on technical issues/concerns.
 
Is this a good fit? (Requirements):
  • Associate degree in Engineering, Electronics, Networks or related technical or vocational education or equivalent experience.
  • Cisco CCNA certifications or equivalent IT technology.
  • 7+ years of related work experience as an operations technician.
  • 5 + year of technical customer call center experience.
  • Demonstrated technical helpdesk experience.
  • Test knowledge/experience of DS0/DS1 circuits.
  • Knowledge of TCP/IP, routing protocols, and IP addressing.
  • Experience with basic commands in Cisco, Juniper, Alcatel routers and or UNIX commands.
  • Firewall experience, specifically Juniper SRX and A10.
  • Strong technical skill level working on complex assignments within the network systems (implementation, acceptance and change management).
  • Ability to resolve complex network problems involving power, network hardware/software, lines, routers, firewalls, modems, and terminals.
  • Ability to use software/hardware tools to identify and diagnose network status and problems.
  • Experience conducting installation and maintenance on complex network monitoring equipment.
  • Ability to resolve complex trouble tickets.
  • Apply excellent customer service skills.
  • Demonstrated proficiency with trouble ticketing application as well as other internal tools.
  • Expertise Mentoring/Training/Coaching team members.
  • Knowledge of Firewalls, specifically Juniper SRX and A10.
  • Previous experience troubleshooting complex network problems involving power, network hardware, routers, CSU, or carrier services.
  • Experience working on complex translations troubles and/or maintenance assignments related to network switching equipment to resolve trouble tickets.
  • Advanced expertise with IP routing on multiple router platforms.
  • Knowledge of TCP/IP, routing protocols, and IP addressing.
  • Experience with advance commands in Cisco, Juniper, Alcatel and or UNIX commands.
  • Excel at working on complex MPLS issues.
  • DNS & e-mail problem expertise.
  • Experience with Wireless Access Points and various remote switches/MUX’s/VOIP Telephones.
  • Advanced layer 1 troubleshooting for DS0, DS1, point to point, private line, and Ethernet circuits.
  • Ability to understand and isolate physical layer problems.
  • Experience working with software and hardware tools to remotely identify and diagnose WAN problems.
  • Ability to understand and isolate physical layer problems.
  • Familiarity with VOIP, long distance and international dialing and routing.
  • Ability to identify and resolve customer reported trouble.