This position is responsible for providing technical assistance in the planning, and implementation of automated systems for a department or function. Data Services Customer Care Engineer I will provide technical assistance in identifying and defining issues; evaluate and identify the methods and means for resolution; implementing and communicating systems and procedures. Data Services Customer Care Engineer I needs to be sensitive to cost effectiveness and user requirements as well as overall objectives of the Information Services Dept. This position interacts with user clients, the Data Center, various IT internal groups, various departments within the organization, outside vendors and consultants. Data Services Customer Care Engineer I works on problems of diverse scope where analysis of situations or data requires an evaluation of identifiable factors. She/he will exercise judgement within generally defined procedures and practices to determine appropriate action. The Engineer will generally be assigned to a department or specific enterprise function for the purposes of coordinating specific business systems. This position will also entail obtaining all necessary information. Person must be a self starter, have attention to Detail, Professionalism and take ownership of problems from beginning to end. The engineers must possess the following attributes.
Single point of contact for dedicated customers seeking technical assistance.
Proactively monitor customers connections utilizing sophisticated network monitoring tools.
Provides initial fault isolation, proactive maintenance, status of data circuits, and monitoring of customer network equipment.
Ensure problems are satisfactorily resolved in a timely manner with focus on providing a high level of support for all customers.
Once trouble ticket has been created keep customer informed of status of ticket and estimated time to repair.
Assists in the rapid assessment of both the nature and severity of customer problems and initiates calls to various support organizations as needed.
Assists in the collection of customer requested data such as traffic reports as needed.
Use sophisticated tools to track all incoming and outgoing calls and tickets.
Own calls from beginning to end.
Four years of high school, vocational school, or equivalent
Minimum one year work experience in a related area and/or time spent doing similar work that provides the background for the current position.
Individuals should possess minimum CCNA and desired one of the following: MCSE, NNCSS
Good Customer service skills
Self managing, self directing
Quick to Learn New Skills
Team Worker
Excellent Written and Verbal Communication Skills
Advanced Analytical Skills
Persistent with Tasks
Calm, Patient Under Pressure
Good Communication Skills
Experience in call center environment.
Knowledge of Cisco Routers, Cisco Catalyst Switches, Cisco Local Director, Ascend Max Series Routers.
Configuring Protocols on Cisco Routers.
Working experience with network topologies such as: ISDN, Frame Relay, T1, T3, DS3, ATM, OC-3 (Sonet), and xDSL.
Experience with different protocols such as: TCP/IP, ICMP, UDP, SNMP, SMTP, BGP, and OSPF, IPX.
Familiar with network monitoring tools and ticketing systems such as Remedy, WFA tools, Netcool, Naviscore, EBTA, HP Openview and CiscoWorks.
Knowledge of Operating Systems including Unix, Windows 95/98/ME/2000/NT/XP, Linux, Novell and Solaris.
Understanding of LAN and WAN Internetworking Devices: Functions of Internetworking, Linking Devices (Repeaters, Bridges, Routers, and Gateways. Configuring, Routing IP Addresses, Subnetting and knowledge of Frame Relay and ATM Switches.
Knowledge of Nortel Networks Router Management plus configuration skills of Nortel equipment.
Knowledge of VPN/RAS, VoIP Gateways, Unified Messaging, Carrier Circuits, Analog and Digital.
Knowled
Experience: call for details

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