Network Support Technician 1

Company: Telnet (Rockville, MD)
Location: Plano
Posted on: March 17, 2023

Job Description:

Job Description Scope of Work: RESPONSIBILITIES: Perform Network Operational Support activities per Client guidelines Perform product and service monitoring for an operational network Provide 24x7 support in a control center environment Raise, assign and manage network trouble tickets if needed Isolate problems and engage fix agents for resolution Manage page and e-mail notifications for network events Answer phone calls and route appropriately for network events Monitor customer care tickets and call volumes Manage the event status board and network event board Work under supervisory guidance to ensure network availability Perform other tasks and assignments as required with mentoring assistance EXPERIENCE and QUALIFICATIONS: Minimum of 1-3 years of Telecommunications network experience Familiar with call center and operational center requirements and expectations Good understanding of network topology and elements Organized and detailed with great customer focus Strong communication skills with an ability to communicate effectively (written and verbal) Productivity work ethic with great initiative Analytical and able to monitor, then react to events, investigate issue and route to appropriate fix agent. Quick learner than can follow processes and procedures Must be able to work varied shifts to include nights and weekends PREREQUISITE REQUIRED TRAINING/CERTIFICATIONS: Supplier is responsible for ensuring that Personnel have the necessary qualifications and certifications required to perform the Work described herein prior to beginning Work, including OSHA10, RF Awareness, CPR/First Aid, and Ergonomics and any refresher training required to maintain such certifications. Supplier is responsible for tracking and will pay for forty (40) hours of training required for the Work per 12-month period including training fees, all training time, and any travel expenses and compensable travel time required to attend training. Client will be responsible for time attending required weekly safety shorts and any additional training that is required for the Work and approved in advance by the Client Resource Manager. ADDITIONAL INFORMATION: *Note that Supplier is responsible for compensable travel time and expenses related to ensuring Personnel is in the Base Market at the start of the assignment and for Personnel's demobilization out of the Base Market at the end of the assignment. In addition, Supplier is responsible for paying Personnel for compensable travel time to the first work site as designated by Client and from the last worksite back home or to the hotel. Travel time (as opposed to mileage reimbursement) shall not be charged to Client and Client shall not pay Supplier for any such time. Personnel may charge compensable travel time between worksites during a workday in Client's time and expense tool. Supplier is also responsible for paying Personnel for all administrative time, for example, time spent setting up a computer, communicating with Supplier, completing paperwork or training required by Supplier, entering time into Supplier's timekeeping system, etc. No administrative time may be charged to Client or entered in Agency Handler without approval by the Client Resource Manager. Bill rates include, and Supplier is responsible for (i) all reasonable living expenses within the Base Market; (ii) a smart phone with WiFi tethering, (iii) a laptop computer appropriate to meet the requirements of the assignment, and (iv) any other tools reasonably requested by Client in order to meet the requirements of the assignment. Supplier is required to have its own timekeeping system to accurately record all hours worked by Personnel. Supplier is responsible for ensuring Personnel accurately record all time worked (whether it is chargeable to Client or not) in Supplier's timekeeping system and properly paying Personnel for that time, including any compensable travel time, training time, administrative time, etc., as applicable.? by Jobble

Keywords: Telnet (Rockville, MD), Plano , Network Support Technician 1, Professions , Plano, Texas