Hire It People - Bethpage, NY
posted 29 days ago
Full-time - Mid Level
Bethpage, NY
Professional, Scientific, and Technical Services
About the position
The Network Support role within the Contact Centre Speech Technologies team is responsible for providing essential network support, including monitoring and troubleshooting network infrastructure to ensure optimal performance for a large subscriber base. The position requires quick and effective responses to network alarms and issues, as well as collaboration with various technical teams to resolve outages and maintain service quality.
Responsibilities
- Conduct daily administrative duties related to network support.
- Monitor all network infrastructure and perform troubleshooting and initial triage of issues.
- React quickly and effectively to alarms received for supported infrastructure.
- Track call volume into Altice using the Remedy ticket tracking system.
- Monitor incoming tickets to identify trends and potential issues.
- Document system problems and escalate as necessary according to departmental procedures.
- Update issues hourly, including notes on the Outage Board and Remedy tickets.
- Contact Command Center/ROC offices and send notifications when necessary.
- Analyze raw data and reports to provide management with insights on call and outage trends.
- Handle inter-departmental escalations for customer issues via Remedy, email, and phone communication.
- Communicate professionally with customers to gather details during outages and confirm resolutions.
- Guide customers through troubleshooting procedures to identify and resolve issues.
- Collaborate with Contact Centers, NOC Level 3 Technical Team, and other departments during outages to identify problems and validate resolutions.
Requirements
- 5-8 years of experience in network support or related field.
- Bachelor's or Master's degree in Engineering or a related discipline.
- Experience with network alarm monitoring, DHCP, TCP/IP, and Cisco routers and switches.
- Familiarity with NOC operations and ticket management.
Nice-to-haves
- Experience with Remedy ticketing system.
- Knowledge of Cisco, Arris CMTS, cable modems, UCS, Wi-Fi, VOIP, and WAN technologies.
Benefits
- Health insurance
- 401k plan
- Paid holidays
- Flexible scheduling
