Service Specialist - Exeter, United States - NWN Carousel

NWN Carousel

Verified Company

Exeter, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Company Overview:

Responsibilities:

This is a "Level 1" support position in NWN Carousel's NOC for the ECG Managed Services team, which supports NWN Carousel's customers.

Engineers in this team are responsible for:

Diagnosing and remediating incidents and problems related to Avaya Enterprise
Triaging customer issues across all technology stacks and assigning to the appropriate technicians and assignment groups if not able to handle within ECG team
Working within a team of Carousel ECG colleagues, NWN Carousel service desk, vendors, client personnel, various managed services engineering teams, and project personnel
Fulfilling both simple and complex Moves, Adds, Changes, and Deletes (MACDs) and/or Change Requests from customers across a number of systems and platforms
Utilizing existing tools, including SAL, Nectar, Engtools, Wireshark, OpsRamp, and other related tools to proactively recognize issues and trends
Providing timely and effective resolution of issues to meet business requirements and Service Level Agreements
Providing follow up to ensure proper problem and resolution management is being done to prevent recurring incidents
Mentoring Technicians and Level 1 Associate Engineers
Maintain seniorlevel expertise with multiple products serviced by the Systems Engineering team

Customer Support

Acts as an escalation point for incident and problem resolution.
Services customers' simple and complex service requests and MACD tickets across multiple technical platforms.
Triages, diagnoses, and remediates customer problems using existing troubleshooting documents as well as own knowledge of networking equipment and operations.

Technology serviced may include (but will not be limited to) the following:

AVAYA Enterprise products
Virtualization: VMware
SBC products AVAYA, Ribbon, Oracle,
Executes patches and upgrades of the following:
AVAYA Enterprise products
Recognizes and appropriately escalates client issues to proper resources in the event resolution cannot be reached, including providing detailed and immediate notification and updates to key individuals/groups affected.
Maintain discipline and professionalism during all interactions and in all verbal or written communications.

Reporting/Information Resources

Performs routine reporting and analysis of data elements via various client access methods/systems.
Responsible for inputting data into NWN Carousel's ticketing, alarming, and other internal tracking systems.
Identifies and researches account discrepancies to ensure data consistency between systems.
Corrects and updates system information as needed.

Analysis, Problem Solving, and Service Planning

Responsible for making decisions in resolving problems of a technical nature within predefined limits, referring anything of a more complex nature to team members/senior staff.
Responds to all inquiries effectively and responsively, deciding upon appropriate followup action.
Plan and organize own day to day tasks within the parameters set out by senior staff in line with service delivery
During each shift worked, update all tickets not in an "SLA Paused" state that are assigned to self
Document troubleshooting steps and results within ticketing system(s) in both a concise manner or comprehensive manner, depending on what level of detail is required.
Build and/or review Problem Analysis Reports and Root Cause Analysis (RCA) reports

Developing Knowledge of Internal Process, Systems and Technology

Develop solid working knowledge of the support area(s) assigned, as well as knowledge of peripheral support areas assigned to the team.
Continually selfeducate using various training methods and tools to maintain a high level of proficiency in applicable technologies.
Work to develop a deeper understanding of NOC operations, including commonly used software, hardware, and other equipment used to support Carousel's customers; use experience to make any appropriate recommendations.
Build relationships with vendor contacts who you may need to work with to solve complex, escalated issues.
Understand individual and departmental goals and the direction to achieve the goals.

Non-Essential Duties and Responsibilities:

Qualifications:

A minimum of 2 years' experience supporting telecommunications as well as related experience in Data Networking as it applies to telecommunications
A minimum of 2 years experience supporting AVAYA enterprise environments including related hardware and software
At least 2 years' experience supporting AVAYA Telecommunications environments
Familiarity with DNS, and DHCP ASA, Putty, Terminal windows, AVAYA alarm management
Bachelor's Degree preferred; or minimum of high school diploma (or equivalent) and 5 years of experience in an IT or MSP role required.
Prior experience working in a service desk or a technical call center e