Operations Technician I in Seattle, WA at Genesys Talent LLC

Date Posted: 1/6/2020

Job Snapshot

  • Employee Type:
  • Location:
    Seattle, WA
  • Job Type:
  • Experience:
    1 to 3 years
  • Date Posted:

Job Description

Top skills:1) Meraki2) Aruba and Juniper a plus!!!
7x24x365 environment===================================================Operations TechnicianClassification: Regular Full-Time There is presently an opening for an Operations Technician in one of our managed Professional Services Network Operations Centers with offices located in Seattle, WA. 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 CenturyLink 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+ year of technical customer call center experience 
  • Preferred Qualifications: 
  • Cisco, Cisco Meraki certifications are a plus

--------------------Additional Notes:-Contract with potential to extend-Focus on candidates with managed services experience with the following technologies as a primary: Meraki Router/Switch Cisco router/switch Meraki Access Points-1-3 years of experience in a NOC environment-1-3 years Customer Service experience-Candidates must be willing and able to work all shifts in a 7x24x365 environment-Seeking candidates local to WA and readily available-Must be able to work in downtown Seattle location-Interview process: initial phone screen; face-to-faceJob Posting Number of Positions1Org UnitGNCC PROFESSINAL SERVICES
Site1600 7TH AVE SEATTLE WA 98191 
Job Posting Service TypeTemp