ROC Technician Tier 2

WORLDNET TELECOMMUNICATIONS LLC• Guaynabo, PR, US, PR

2d•Onsite

About The Position

Provide 2nd level support to customers and technicians according to SOP’s to comply with WorldNet’s Service Level Agreement (repair time and follow up). Maintain highest level of quality in all customer interactions.

Requirements

Associate's degree and three years of equivalent experience in related field and/or certifications (A + & Network + certifications, CCNA and NS4 preferred) or equivalent combination of education and experience.
Knowledge of network topology or equivalent 1 year experience in maintenance and repair.
Experience in networking and telephony.
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 and diagnostic of service interruptions in all types of transport used in the telephony business for commercial customers.
Knowledge in troubleshooting internet routing protocols. (OSPF, BGP, etc).
Advanced level of knowledge in testing DS1 & DS3 circuits.
Knowledge of Windows Office.
Must be self-motivated to Follow-up with customers to ensure 100% satisfaction with all work completed.
Knowledge or training of VOIP (SIP/ MGCP). Experience troubleshooting VOIP in different scenarios including/but not limited to restoring problems with signaling, CODECS, Packet Loss and Transport.
Experience in troubleshooting and diagnosing service interruptions in all types of transmission transport used in telecommunication industry.
Experience in phone support and troubleshooting of client communication networks.
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.
Bilingual (Spanish and English).
Computer knowledge, Microsoft Office.
Customer Focus and service oriented.
Strong verbal, written, and negotiation skills to retain existing customer base.

Nice To Haves

CCNA and NS4 certifications preferred

Responsibilities

Effectively handle customer service repair and troubleshooting tickets to assure repairs requests are properly handled according to standards and procedures.
Understand and fix IP Routing topologies, including proficiency of static routes and routing protocols.
Understand and fix Ethernet connection, including knowledge of VLAN, MAC Address and ARP.
Understand and solve problems of fiber optics connections, including understanding of OTDR test and optical power meter.
Effectively handle customer, service provider, internal staff service repair and troubleshooting calls or email to assure repairs requests are properly reported according to standards and procedures during working hours and nonworking.
Troubleshoot, diagnose, and refer Repair tickets to the corresponded area no later than 1 hour after receiving the ticket 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.
Provide support in MSP products and others, example (WAN/LAN/Wifi Aps/ Security).
Manage all VIP customer, Sales, and Operations repair tickets within established timeframe. Ensuring that customer and internal areas are informed periodically of ticket and situation status.
Provide 2nd level support resolving complex repairs referred from 1st level technicians.
Maintain consistent and timely follow-up of service providers to ensure SLA compliance. Escalate any situation of delay with provider to team leader or supervisor.
Perform all extended test that include but are not limited to: Customers with several lines OOS, Special Services that requires monitoring of transport quality, Facility changes with Collocation technician and Network Design.
Responsible to identify repeated issues, investigate root cause and refer to Team Leader or Supervisor for an alternate solution.
Ensure customer’s service is operational within specified repair time frame based on our SLA’s. Effectively maintain customers informed of their repair status based on our SLA’s.
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 daily or as required by the customer.
Keep the average Repair time in twelve (12) hours or less as determined by WorldNet management.
Notify Team Leader or Supervisor when tickets have exceeded established timeframe in order to escalate the situation.
Follow company policies and procedures to meet relevant company-wide statistics.
Handles inbound and outbound calls.
Available to work different shifts, including nights, weekends, and holidays.
Attend customers based on call etiquette procedures.
Shall respect, preserve with the privacy, confidentiality, and security of confidential information and WorldNet owned equipment/property/Customers.
Performs all other duties as required.