Network Control Center Supervisor

Pencor Services•Palmerton, PA

6d•Hybrid

About The Position

PenTeleData, a leader in Data Transport technologies, is aggressively hiring specialists to monitor, repair, and escalate core network situations in our Network Control Center. This highly skilled group of specialists is responsible for monitoring PenTeleData’s advanced network, routers, switches, phone, subpoenas, access devices and commercial customer accounts. These specialists proactively monitor the network, preventing service interruptions by resolving any service issues quickly and effectively. A 2nd Shift Supervisor is needed to provide supervision of the Network Support Specialists team.

Requirements

2-4 Year Degree in Electrical Engineering, Computer Science, Telecommunications OR 3-4 Year experience in the electronics / communications or computer industry
Established residency in Pennsylvania
Valid PA Driver's License and good driving record
5 year Experience with Local and WAN troubleshooting
Cisco Certified Network Associate (CCNA) Certification
Experience with Voice and Ethernet facilities and customer equipment troubleshooting
Experience with Cisco, Arris, Ruckus and Alainza
Knowledge and experience with Cisco products
Comprehensive understanding of TCP/IP and troubleshooting tools
Understanding of DNS, SMTP, NNTP, DHCP, Firewalls and Virtual Private Networks
Understanding of the technology behind routers, hubs, bridges and switches
Understanding of Cable Modem,Voice and Wireless technology
Understanding of legacy equipment and some older technologies we still support
Exceptional Problem Solving Skills
Exceptional Customer Service and Interpersonal Skills
Exceptional Communication Skills - Oral and Written
Ability to work varied hours / shifts for training, scheduling issues, inclement weather etc..
Ability to be on-call during off-work hours
Ability to amicably resolve intra/inter-departmental situations
Ability to carefully document work production
Ability to travel within our company service footprint as needed

Nice To Haves

Previous supervisory experience recommended

Responsibilities

Creating weekly staffing schedules for all department employees
Creating outage reports for administration, partners and customers
Reviewing, closure and monthly summarization of all Tickets in the department
Mentoring/Training/Tracking of individuals R&D projects outside the normal job scope
Keeping a mental inventory of past events to help expedite troubleshooting of current issues
Creating, modifying and updating training materials, knowledgebase article, policies etc...
Listening to active customer calls to ensure customers are getting the best possible support
Taking escalated customer calls as needed to provide the best customer care possible
Monitoring and responding to core and customer network outages and following through to resolution
Monitoring and maintaining internal and customer link utilization to maintain quality of service
Coordinating and communicating with Field Service personnel to resolve service outages
Investigating, tracking and blocking potential attacks that may affect network service
Supporting, troubleshooting and resolving issues from managed network customers
Interacting with other service providers to resolve dedicated circuit service outages
Using escalation standards and judgment to quickly resolve service outages
Regularly communicating with customers and other employees about the network's "health"
Escalating issues to and working with the engineering and systems departments to resolve
Actively listening to customer calls in the office to and intervening when necessary
Traveling within our service footprint as needed
Other duties as needed