Network OPs Technician II

Job Title: NTWK OPS TECH II

Job Description: Provides support to customers and Field Service staff in resolving moderate to complex technical problems. Coordinates problem-solving efforts between customers and field service personnel, software support, investigation and analysis of product problems related to assigned products. Diagnoses mechanical, hardware, software and systems failures, using established procedures. Solving problems may involve collaboration with the vendor. Determines most cost effective repair/resolution to minimize customer downtime. Prepares reports for analysis of service failure trends and service ability issues.

Expert or technical non-exempt role. Serves as a subject matter expert in MPLS, Sprintlink, ATM, DSL, and Frame Relay service, production, or support area of responsibility. May serve in a lead capacity. ONCALL SUPPORT IS REQUIRED

Job Requirements: Often considered a trouble specialist, performs remote, on-site or in-house servicing, repair of company products/services. Provides technical support to customers on operational or maintenance aspects of system equipment. Serves as contact on technical and service related problems. Diagnoses mechanical, hardware, software and systems failures, using established procedures. Determines most cost effective repair/resolution to minimize customer downtime. As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways. Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures. Prepares reports for analysis of product failure trends and service ability issues. Has substantial understanding of the job, and applies knowledge and skills to complete a wide range of tasks. Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendation. Acts independently to determine methods and procedures on new assignments. Often leads or supervises the activities of other nonexempt personnel. This is a multiple incumbent position and reports to a supervisor level position.

Basic qualifications include: High school diploma or equivalent. Technical support, customer service experience. Knowledge of Excel, Word and other general applications.