Operations Technician I in Saint Paul, MN at Genesys Talent LLC

Date Posted: 1/13/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:
    1/13/2020

Job Description

Operations Technician 1 
  • Shift (1st, 2nd or 3rd) will be determined by business need. 
  • Responsibilities include monitoring and responding to alarms reported by the network monitoring system or directly by customers. 
  • Perform circuit and restoration, recognize and analyze potential jeopardy conditions in the network and notify management with risk potential and impact assessments of our customers. 
  • Troubleshooting of circuits 64k and under, T1, DS3, VPN and Ethernet including performing physical testing, circuit utilization, ping testing and trace routes based of trouble reported. 
  • The candidate must be able to effectively communicate with telecom providers, vendors, customers, and other entities within our company to drive the reported trouble to resolution. 
  • The ability to multitask and work as a cohesive team is a must along with excellent customer communication skills over the phone, SMS texting, e-mail and NTM trouble ticketing log notes.
  • The candidate must have the flexibility to work in a 7/24 call center environment which includes weekends, holidays, evening and overnight shifts. All office and company policies are expected to be followed.    
  • Strong working knowledge and experience troubleshooting Metro Ethernet and TDM/MPLS communications layer 1 and 2 topologies such as DS0, T1, DS3, Ethernet, and ELAN-Eline services.  Technical knowledge and experience on contemporary IP routing technologies IPv4, IPv6, MPLS, TCP/IP, BGP, QoS, VPN. 

Minimum Requirements: 
  • Minimum of 2+ years' experience working in a call center environment working directly with customers.
  • The ability to multitask, communicate effectively and work as a team in a fast-paced environment.
  • Demonstrated ability to make sound decisions and logical thinking when under pressure.
  • Able to work weekends, holidays, evenings and overnights.  
  • High school or GED diploma.  
  • Valid driver's license or ability to report to work.     

Preferred Requirements: 
  • Cisco, Juniper, ALU certifications such as CCNA, JNCIA, or NRS 1. 
  • Comp TIA Network + certification. 
  • Previous experience with broadband and/or narrowband circuit maintenance, testing and restoration, in a call center environment. 
  • Previous experience with routers, IP protocols, configurations, interfaces is strongly preferred. 
  • A 2 year associates degree in telecommunications, networking, computer systems or IT help desk support.