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 CWCs 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 SLAs
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
Bachelors 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 organizations goals and objectives
Highly self-motivated and directed
Customer Service Focus
o Exceptional customer service orientation
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