CSC Tier 1 Engineer - Trinidad
Brand: FLOW

Purpose of the role

The role of the CSC Tier 1 Engineer is to provide 24x7x365 support of B2B customers by monitoring and serving as the first point of contact for any problem escalations. The CSC Tier 1 Engineer works cross-functionally with internal and external resources to resolve customer or network related issues. They proactively monitor customer premise equipment and troubleshoot any issues on customer premise and access networks.

Key Responsibilities

 Troubleshoot switching, digital, optical and associated telecommunications equipment from Customer Premise Equipment (CPE), to Core Access Network equipment

 Troubleshoot CE performance and provide performance statistics and reports

 Identifies, troubleshoots and resolve network related and connectivity problems encountered by C&W B2B customers

 Uses established tracking systems to log requests; monitors progress, track problem resolution, identifies patterns of failure, recommend or implements solutions and communicate with Senior group members regarding unresolved

 Perform basic fault analysis, isolation and remediation in switching, routing, optical and other technologies

 Maintain accurate records in a variety of tracking resources. For example by the use of CWC’s ticketing system

 Open trouble tickets for various customers, answering incoming telephone calls, responding to network alarms/event and customer emails regarding network connectivity problems or queries with a predetermined time frame

 Maintain a high closure rate while maintaining quality

 Develop extensive knowledge of CWC's Business Solutions

 Effectively manage ticket queues to ensure high customer satisfaction

 Escalate network problems both internally and externally to the appropriate level of support in compliance with set SLA’s

 Provide technical assistance and maintain contact with customers during service impacting network events

 Participate in network maintenance to confirm service is restored after completion of maintenance

 Troubleshooting experience within OSI Layers 1-5

 Respond to outages in accordance with business continuity

 Log all calls in the ticketing application by classifying and assigning personnel changed with restoring service

 Performs miscellaneous job-related duties as assigned by the Supervisor, Manager, Director or Vice President

Requirements

Formal Education & Certification

 Bachelor’s degree in Engineering/ Computer Science or equivalent work experience in lieu of formal education to be determined by hiring manager

 CCNA desirable

 Net+/A+ essential

 Familiarity with the principles of ITIL, certification preferred

Knowledge & Experience

1+ Years of technical experience working in a networking, Customer Service and NOC environments

1+ Years of experience with Cisco or Juniper devices

1+ Years of experience with troubleshooting IP switching and routing and managed services

Skills/Competencies

 Comprehensive understanding of troubleshooting hardware/software/network issues with an emphasis in TCP/IP infrastructures

 Must be able to understand networking routing and switching

 Punctual, regular and consistence attendance. Must be able to work nights and weekends, Variable schedule(s) as necessary

 Ability to function in a fast paced environment

 Work well in a busy team, being quick to learn and able to deal with a wide range of issues

 Strong analytical skills and able to collate and interpret data from various sources

Personal Attributes

 Ability to absorb and retain information quickly

 Demonstrates a work ethic based on productivity

 Pays keen attention to detail

 Able to effectively prioritize and execute tasks in a high-pressure environment

 Strong documentation skills

 Able to work without supervision

 Strong understanding of the organization’s goals and objectives

 Highly self-motivated and directed

 Customer Service Focus

o Exceptional customer service orientation

 



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