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Operations Technician I

Location
Saint Paul, MN

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Job Description Description: IPTAC National Network Repair Operations Technician 1 responsibilities include monitoring and responding to alarms reported by the network monitoring system or directly by customers. Perform circuit and restoration, recognize and analyze potential jeopardy conditions in the network and notify management with risk potential and impact assessments of our customers. Troubleshooting of circuits 64k and under, T1, DS3, VPN and Ethernet including performing physical testing, circuit utilization, ping testing and trace routes based of trouble reported. The candidate must be able to effectively communicate with telecom providers, vendors, customers, and other entities within our company to drive the reported trouble to resolution. The ability to multitask and work as a cohesive team is a must along with excellent customer communication skills over the phone, SMS texting, e-mail and NTM trouble ticketing log notes. The candidate must have the flexibility to work in a 7/24 call center environment which includes weekends, holidays, evening and overnight shifts. All office and company policies are expected to be followed. Strong working knowledge and experience troubleshooting Metro Ethernet and TDM/MPLS communications layer 1 and 2 topologies such as DS0, T1, DS3, Ethernet, and ELAN-Eline services. Technical knowledge and experience on contemporary IP routing technologies IPv4, IPv6, MPLS, TCP/IP, BGP, QoS, VPN. Minimum Requirements: Minimum of 2 years' experience working in a call center environment working directly with customers. The ability to multitask, communicate effectively and work as a team in a fast-paced environment. Demonstrated ability to make sound decisions and logical thinking when under pressure. Able to work weekends, holidays, evenings and overnights. High school or GED diploma. Valid driver's license or ability to report to work. Preferred Requirements: Cisco, Juniper, ALU certifications such as CCNA, JNCIA, or NRS 1. Comp TIA Network certification. Previous experience with broadband and/or narrowband circuit maintenance, testing and restoration, in a call center environment. Previous experience with routers, IP protocols, configurations, interfaces is strongly preferred. A 2 year associates degree in telecommunications, networking, computer systems or IT help desk support.

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