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Advance Technical Support Technician - BTTU (Remote)

MetroNet Inc.

Location: Mankato, Minnesota 56001
Type: Remote
Posted on: April 24, 2024
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Advance Technical Support Technician
As an Advance Technical Support (ATS) Technician , you will facilitate the prompt detection, resolution, escalation and reporting of service impacting events and incidents. Our ATS team facilitates and maintains relationships with our off-net providers, Carriers, and internal teams for the purposes of owning customer support, maintain service, and upholding SLA agreements. This team and this role will also support calls for connectivity issues, performing incident management and service restoration activities using proactive problem management and customer reporting.
• Perform 24-hour surveillance and alarm reporting by managing performance monitoring tools to ensure product reliability.
• Document and analyze alarms, identify points of degradation, and see through to resolution with appropriate departments, Vendors, and or Carriers
• Manage call, email, and ticket queues related to calls from Customers, Carriers, Vendors, Field Operations, and other internal Metronet departments.
• Perform and troubleshoot failed RFC test services for end users.
• Review and implement core router configurations for new Ethernet service.
• Build/support BGP, OSPF, MPLS, Spanning Tree, and ISIS
• Provide technical knowledge and ownership during major incidents and drive to quick resolutions.
• Follow procedures to validate, troubleshoot, and escalate issues.
• Collect, document, and analyze customer trouble reports, to isolate and resolve customer facing outages.
• Setup and configure new clients as well as perform change management on existing clients.
• Facilitate escalation to Engineering as required for service specific network or equipment issues.
• Apply technical expertise in routing and switching, load-balancing, firewalls and wireless to consult with Operations Engineering and/or suppliers.
• Develop and maintain processes to obtain required criteria to effectively interact with vendors.
• Act as the voice of Metronet for all Vendor facing communication once orders have been placed and finalized within Service Delivery
• Enforce a clear vendor management policy outlining requirements in which Vendor's must adhere to support Metronet's product offering.
• Maintain Vendor performance metrics to provide insight to Metronet's Carrier Relations team for purposes of aiding vendor relationship review.
• Partner closely with sales and sales engineering eco-systems to understand and implement off-net sold solutions.
• Remain up to date on key workflow changes, operational guides, and policy updates.
• Continually review and evolve processes used to track, oversee, and organize Vendor interactions.
• Document lessons learned and implemented best practices.
• Develop strong working relationships with peers, support teams, and customers.
• Open to working shift assignments and supporting on-call.
• Provide training to other ATS associates regarding system operation and trouble shooting.
• All other duties as assigned.
• Highschool or GED required.
• Professional level certification required (A+, CCNP, CCNA, Net+, MEF, etc.)
• 4+ years telecommunications and experience troubleshooting Layer2, VOIP, SIP, and/or TDM (ISDN, PRI) technologies.
• Documented experience developing and building vendor relationship preferred.
• Metaswitch experience (UMG, CFS, EAS, SIP Provisioning Server, SAS, MetaView)
• Ability to work with SS7, ISUP, SIGTRAN, TCAP, AIN, SIP, T1, T3, and SONET
• Adtran Voice Gateway Experience
• Understanding of Vision Metrix for use in customer troubleshooting
• Background in IT/Help Desk/NOC a plus
• Juniper switch experience, and a firm understanding of routing and tagging traffic from router to router using SDPs and VLAN tagging/translating.
• Preferred Accedian & Nokia knowledge
• Good technical and analytical skills are necessary.
• Advanced knowledge of network monitoring systems
• Must possess the capabilities of critical thinking, technical expertise, time management, and leadership traits in support of making resolute decisions and risk reduction.
• Effective written and verbal communication skills to guide and troubleshoot issues
• Demonstrated high level of professionalism via phone, electronic communications and documentation, and in-person with customers, Vendors, Carriers, and all MetroNet associates
• Proven ability to work under pressure and handle high stress environments
What we offer
An opportunity to fuel your passions. We offer full benefits package, Health, Vision, Dental with competitive pay and aggressive 401k match up to 6%. You will have an opportunity to put your brand on paper and leave your mark on the Telecomm industry as we continue to grow rapidly!
Metro net is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran
Join us and find out what it means to love your career!
At Metronet , we are the nation's largest independently own 100% Fiber Optic company founded in the Midwest. We are customer-focused and provide cutting-edge fiber optic communication services, including fiber internet and full-featured Fiber Phone. We have been growing communities since 2005 and have built networks in more than 250 cities across 16 states.
We are proudly recognized as a Top Diversity Employer by in 2022. We believe in our people by growing their talent, offering career paths, advancement opportunities and skill development.
Pay Rate: $23/hr.