Network Technician (closed)
A very successful ISP is in need of two Network Technicians in the Vancouver, WA area. As a network technician you will be a member of a multi-faceted team tasked with proactive management of the backbone, production networks, and customer facing repair for high profile VPN (virtual private network) and MPLS customers. This includes troubleshooting problems, communicating and coordinating with customers, and trouble-resolution with the LECs (Local Exchange Carriers). In addition, you will analyze Layer 2 and Layer 3 Data Network performance, degradation, and loss-of-service events, and update and maintain data relevant to network elements including customer premise routers.
Answering inbound phone calls from outside technicians who are on-site troubleshooting customer connectivity issues. Technicians will direct troubleshooting with outside technician and will test at various segments of inside wiring. Once troubleshooting is complete, the technician will verify connectivity with the customer or recommend a next course of action. May be asked to work maintenance tickets when loads are high.
Assist triage team with responding to new tickets by isolating circuit.
Assisting ticket managers with next steps on tickets during periods of high ticket volume. Assistance will come in the form of calling carriers for updates on tickets, suggesting next steps in troubleshooting, and gathering CPE monitoring statistics for tickets that are ready to be closed.
Assist offshore center with troubleshooting Wholesale circuits. This assistance will be via individual chat sessions with offshore agents.
Requirements include :
?High School diploma required. Associates preferred.
?Associates Degree in related field desired. Data Networking, or equivalent experience.
?Minimum of 1 year experience in a technical assistance center environment preferred.
?Excellent customer service skills, including patience, a desire to answer questions and help problem-solve, and a willingness to go the extra mile for your customer.
?Solid knowledge of routing protocols (OSPF, BGP, EIGRP, RIP).
?Working knowledge of Networking Services such as IPSEC, NAT, COS, Access Control Lists and Firewalls.
?The ability to understand, perform and document logical troubleshooting steps to isolate and then resolve network access problems while maintaining a professional demeanor.
?Understanding of all levels of the OSI model and how each interacts when isolating and resolving issues with access types (examples DSL/T1).
?Knowledge of data networking, including: TCP/IP, UDP/IP, ICMP, DNS, ARP, ATM, Frame Relay, VPN, Routing, Bridging, and switching.
?CCNA or equivalent desired.
?Ability to be on the phone 100%.