Description

Monitor network performance and resolve technical issues in a 24/7 remote environment.

This role is remote.

Responsibilities

• Troubleshoot T1, DS3, and ethernet service types to maintain service availability.
• Monitor telecommunications network performance, including usage, load patterns, and system response.
• Manage and resolve customer-initiated trouble tickets through documentation and active follow-up.
• Escalate issues to LEC partners and hold them accountable for offnet repairs.
• Communicate technical issues and status updates to customers, internal teams, and management.

Required Skills

• 5+ years of experience in technical troubleshooting or related roles.
• Foundational understanding of the OSI networking model, specifically physical, data link, and network layers.
• Proficiency with Microsoft applications.
• Experience with ticketing systems for managing and correlating trouble reports.
• Ability to prioritize multiple simultaneous trouble reports effectively.
• Strong verbal and written communication skills for interfacing with customers and carriers.
• Proven problem-solving skills and logical thinking under pressure.

Preferred Skills

• Previous experience in a customer service or call center environment.

Key Skills

Education

Any Graduate