Managed Service Provider (T1)

• Basic network troubleshooting, equipment monitoring, and basic configuration support including:
• 24/7 assistance for Layer 1 network troubleshooting with guests and staffs (HSIA, Telco, SD WAN (Velocloud) and Dispatch support via call, emails and chats.
• Proactive monitoring of equipment and tickets and engagement to resolve network issues and    outages
• Perform basic and pre-approved equipment access (“SOPs”)(i.e. accessing controllers, rebooting APs and adtrans .)
• Circuit monitoring assistance and case management through resolution of internet and network outages
• Notification of outages to practice and remote troubleshooting of hardware status with employees
• Working with ISPs, circuit carriers to monitor and manage including tracking service outages through resolution
• Escalation of unresolvable or advanced configuration issues to advanced support tiers (Tier 2, engineering, etc) while maintaining responsibility for case management – escalated topics included, but are not limited to:
• Configuration change requests/Outages outside of pre-approved SOPs, requiring change management overview or advanced network planning.
• Outages caused or related to non-store specific networking (data center outages, etc.)
• Firmware Upgrades to Network hardware
• Extended outages impacting practice performance that require advanced application or network specific knowledge.
• Labeling and Asset Management of Hardware

Requirements

• Experience in HSIA - technical support and Telco support is an advantage
• Must have good to excellent English communication skills (both written and oral)
• Excellent problem-solving and troubleshooting skills.
• The ability to follow troubleshooting documentation ranging from simple to complex.
• The ability to communicate technical information in an accessible manner to non-technical employees and guests.
• A process improvement mindset.
• Ability to effectively prioritize and execute tasks in a high-pressure/high-paced environment.
• Customer-service focus.
• Collaborative mindset.
• Hands-on problem-solving ability