Technical Analyst- Commercial

WideOpenWest Finance • Tampa, FL

212d • $26 • Onsite

About The Position

The Technical Analyst-Commercial provides industry-leading customer service through a thorough and advanced understanding of the WOW! Business Data Product suite for our SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center customers in a 24/7 support organization. This position is not remote and requires the employee to be in-office in our Tampa Center.

Requirements

• High school diploma or equivalent.
• 2 years experience in the telecommunications field and/or previous experience providing technical support in a call center environment.
• Industry-recognized certifications such as CCENT, Network +, SIP School, or equivalent telecommunications training to include IPv4/IPv6, VoIP, SIP is preferred.
• Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP.
• Fundamental understanding and capable of troubleshooting WAN, LAN, VLAN, VPN.
• Knowledge of RF Signals and HFC networks is a plus.
• Familiar with various Networking Tools, and Monitoring Applications.
• Familiarity with local, long-distance, and toll-free telephony.
• Detail-oriented and well organized.
• Strong analytical and troubleshooting skills.
• Excellent communication skills including active listening skills.
• Ability to multi-task and function effectively in a fast-paced environment.
• Ability to work scheduled shifts in a 24/7 environment and participate in On-Call rotations.

Nice To Haves

• Knowledge of RF Signals and HFC networks.
• Industry-recognized certifications such as CCENT, Network +, SIP School.

Responsibilities

• Provide second-level advanced support for all WOW! Business products including diagnosis, troubleshooting, consulting, problem escalation and coordination.
• Successfully coordinate interactions among WOW! Business customers, network administrators, vendors, technicians, service providers, and WOW! personnel to resolve customer impacting issues and events.
• Gather data and prepare reports to measure the effectiveness of our service and support activities as required by management.
• Respond in a timely manner to trouble tickets and incoming calls as they are presented within the workflow queue.
• Monitor Data Center critical systems: Security, Power, HVAC, and provide Hands & Feet support when required or requested by leadership.
• Execute the proper documentation and security of customer equipment/packages shipped and received by the Data Centers as needed.
• Monitor Internal and Customer networks, Server, Storage, and Applications to ensure that service-impacting events are identified, isolated and communicated to all necessary groups.
• Adhere to the Ticket Management and Data Center policies and procedures as needed.
• Quickly recognize and diagnose customer, carrier, and far-end issues and take correct steps in securing problem resolution.
• Assist with testing, certification and implementation, and support of new WOW! Business products as they are introduced.
• Document all technical issues/solutions in the company ticketing or billing systems.

Benefits

• Salary: This position pays $26.50/hr, depending on experience.
• Restricted stock grant.
• Medical, dental, and vision insurance.
• 401k with a company match.
• Paid time off.
• Paid holidays.
• Tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED