Operations Technician I in Tempe, AZ at Genesys Talent LLC

Date Posted: 1/6/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Tempe, AZ
  • Job Type:
  • Experience:
    1 to 3 years
  • Date Posted:
    1/6/2020

Job Description

Operations Technician
  • There is presently an opening for an Operations Technician in one of our managed Professional Services Network Operations Centers with offices located in Phoenix, AZ. 
  • Operations Technicians are responsible for fielding customer calls, opening repair tickets, monitoring the proactive tickets for customer sites, providing technical support and reporting for site repairs. 
  • Technicians use internal and external ticketing systems to in order to update ticket logs, document troubleshooting and repair efforts for these issues and report resolutions to customer. 
  • Assists in network monitoring and tracking of network events effecting customer sites, and aid in the documentation, resolution and tracking of incident tickets. 
  • Candidates must be willing and able to work all shifts in a 7x24x365 environment. Shift assignment will be based upon the needs of the business. 
Essential Job Functions and Responsibilities: 
  • Analyze, sectionalize, isolate, and resolve trouble situations. 
  • Manage and correlate multiple trouble reports. 
  • Communicate with customers and vendors to collaborate restoration of various services. 
  • Initiate internal escalations, as necessary. 
  • Provide assistance to peers and participate in ongoing repair process improvement activities 
  • Place proactive outgoing status calls to customers 
  • Provide follow up and closure of assigned trouble tickets
General Work Competencies / Abilities: 
  • Possess excellent customer service skills
  • Demonstrate proficiency with trouble ticketing application and other internal tools 
  • Ability to work in a fast-paced operational environment 
  • Ability to answer customer calls and work issues via trouble ticket proficiently and independently 
  • Create trouble ticket which summarizes customer reported trouble 
  • Able to recognize issues/defects that will impact the NMS implementation and monitoring 
  • Answer inbound calls and/or redirect calls to proper company organization if required 
  • Create trouble ticket which summarizes customer reported trouble 
  • Provide proactive customer updates on progression of repair
  • Initiate internal escalations on customer's behalf and provide follow up 
  • Effectively manages customer expectations (status and clear description of activities) 
  • Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities 
  • Ability to learn in an on-the-job training environment 
Basic Qualifications: 
  • Associate degree in Computer Networking or equivalent demonstrated experience in related technical field or position.
  • 1-3 years of technical customer call center experience 
  • 1-3 years of experience in a NOC environment
  • Candidates must be willing and able to work all shifts in a 7x24x365 environment
Preferred Qualifications: 
  • Cisco, Cisco Meraki certifications are a plus