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Network Operations Technician
Ref No.: 18-03141
Location: Littleton, Colorado
Position Type:Contract
Pay Rate : $ 18.00 - 23.00 /Hour
Network Operations Technician
Littleton, CO
6 Month Contract to Hire

Network Operations Technician located in Littleton, Colorado. The Operations Technician position is responsible for taking customer calls and opening repair tickets, monitoring the proactive tickets for customer circuits, providing technical support to customers, and giving customers the status of their repairs. Technicians use the ticket system to update ticket logs, notify customers of updates and keep customer contact information current. Technicians perform troubleshooting at a basic level DS1 circuits as well as local area networks that may include a VoIP element.

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.

- Analyze, sectionalize, isolate, and resolve trouble situations.
- Manage and correlate multiple trouble reports.
- Communicate with customers and others in a repair situation.
- 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
- Train technicians and participate in ongoing repair process improvement activities.

- Must be willing and able to work all shifts in a 7x24x365 environment
- 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
- Make recommendations based on customer expectations
- Answer inbound calls and/or redirect calls to proper channels
- 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 work independently with minimal supervision
- 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

Preferred Qualifications:
- Associate's degree in Computer Networking or related technical field plus 5 years experience or equivalent combination of education and experience
- 1+ year of technical customer call center experience
- Cisco, Juniper and Adtran certifications are a plus