ROC Technician Tier 1

WORLDNET TELECOMMUNICATIONS LLC• Guaynabo, PR, US, PR

16h•Onsite

About The Position

Provide 1st level support to customers and technicians resolving 25% or more of the reported problems in the 1st call as determined by WorldNet. Manage all calls and reports according to SOP’s to comply with WorldNet’s Service Level Agreement (repair time and follow up).

Requirements

Associates Degree and two years of equivalent experience in related field and/or training or equivalent combination of education and experience.
Understand and visualize the legacy and modern principles of telecommunications communications , including POTS , PBX , T - 1 VoIP, and all transport used in telephone networks
Experience in networking and telephony services.
Experience or training of TCP/IP/UDP. Complete understanding of TCP/IP suite such as Upper Layer Apps and Services, Transport Layer, Network Layer, Data Link Layer and Physical Layer.
Knowledge in troubleshooting internet routing protocols (OSPF, BGP, etc).
Knowledge in testing DS1 & DS3 circuits.
Experience in troubleshooting and diagnosing service interruptions in all types of transmission transport used in telecommunication industry.
Must be self-motivated to follow-up with customers to ensure 100% satisfaction with all work completed.
Understand and know the basic operation of routers, switches and firewalls
Knowledge network topologies and operation
Troubleshooting experience with telecommunications providers
Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations.
Proven ability to analyze problems and solve them creatively.
Fully Bilingual (Spanish and English).
Computer knowledge, Microsoft Office.
Customer Focus and service oriented.
Strong verbal, written, and negotiation skills to retain existing customer base.

Responsibilities

Effectively handle customer service repair and troubleshooting calls or email to assure repairs requests are properly reported according to standards and procedures.
Maintain a first call resolution metric of 25% or more as determined by company.
Maintain calls Service Level of 80%, or more depending on company service requirements.
Maintain compliance repair time per ticket established in the SOP.
Troubleshoot, diagnose and refer Repair tickets to the corresponded area and inform the customer the test results.
Perform troubleshooting according to SOP’s and the Repair Troubleshooting Guide to assure repairs requests are properly reported to avoid delays in service restoration and charges for unnecessary dispatches by our providers.
Responsible to identify repeated issues, investigate root cause and refer to Team Leader or Supervisor for an alternative solution.
Provide assistance to RFT, NEO, Transport department, providers and customer technicians, to complete the Repair.
Effectively handle the troubleshooting with the technicians to ensure the Repair was completed.
Update internal repair order tracking system on a regular day basis until the repair is completed.
Effectively maintain customers informed of their repair status on a daily basis or as required by the customer.
Keep the average Repair time in 12 hours or less as determined by WorldNet management.
Notify Team Leader or Supervisor when tickets have exceeded established time-frame in order to escalate the situation.
Follow company policies and procedures to meet relevant company-wide statistics.
Performs all other duties as required.