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Telecom/Network Engineer
Ref No.: 18-01605
Location: Wilmington, Delaware
Position Type:Direct Placement
Start Date: 02/06/2018
Title: Telecom/Network Engineer
Location: Wilmington, DE
Duration: FULL TIME Permanent Position
Start: ASAP
Interview Process: Phone Interview & Onsite Face to Face Interview


Requirements:

Details:
  • 5+ years of experience
  • Undergraduate degree
  • Monitor Service Desk ticketing system for issues and requests, responding within applicable service level agreement time frames.
  • Track issues, prioritize and respond to requests, escalating problems as needed. Respond to 24-hour/7-day-a-week service needs while adhering to established departmental guidelines.
  • Monitor system alerts and provide action required.
  • Resolve elevated problems and issues. Proactively solve complex technical issues as part of the support team. Respond with an appropriate sense of urgency to problems escalated to the Network and Telecom team. Coordinate with appropriate departments to determine positive solutions that increase end user satisfaction. Follow issues through to completion, and communicate resolution results to end user. Escalate to management any situation that could adversely impact the service provided to the end user.
  • Monitor trends in documented incidents and determine appropriate actions necessary to eliminate future occurrences and improve customer service levels in an appropriate timeframe.
  • Coordinate Collaboration requirements, i.e. document, configure, install, etc.
  • Partner with Network, System Admin and Desktop support teams on issues and projects.
  • Build close working relationships with Service Providers for ordering, configuration and issue resolution.
  • Assist with Network/Telecom installation, configuration and testing.
  • Provide networking support.
  • Provide support for voicemail, conferencing, mobile device application, video conferencing, call center applications, call recording system, screen recording system, IVR, ACD, call routing, and scheduling.
  • Participate in On-call rotation
  • Prepare status reports for management throughout assigned projects detailing project status and timeline, to include writing a project completion report to document achievements against established milestones and objectives.
  • Maintain and implement telecom/network backup and recovery plans to ensure reliable operations.
  • Create close working partnerships with other groups within and outside the infrastructure team.
  • Perform other duties as assigned.
Desired Certifications:
If qualified and interested, please send your most current resume as a word document to pauline.gepilano@mondo.com