Service Support Center Specialist I

Position Summary:  The Service Support Center Specialist I is a position within the Operations Service Support Center (OSSC), which is a 24/7/365 environment. The Specialist I will respond to internal and external customer requests and inquiries, and alarms, supporting four functional areas. These areas include Service Support, Essential Systems Support, Network Element Support, and Security Operations.

 

 

Job Responsibilities depending on focus area:

 Process inbound requests from customers, carriers, and our sitesProcess inbound alerts from essential systems and network elements Dispatch service, trouble and alarm ticketsProcess site and switch maintenance and outage notificationsEscalate emergencies as needed to lead and/or management personnelEscalate trouble cases as needed to lead and/or management personnelUnderstand Switch and Data’s processes, policies, service offerings and products.§ Understand and utilize company resources such as; databases, software applications, and organizational structure Required Skills for:

 Service Support Center PositionMinimum of 2 years customer service and support in a technical fieldExcellent customer service skillsProfessional phone etiquette and demeanor

 Network Operations Center PositionMinimum of 2 years previous NOC support experienceExperience provisioning network elements especially Cisco-Cerent switchesExperience using Cisco element management tools Working knowledge of IP servicesWorking knowledge of DS1, DS3, SONET, and Frame Relay Working knowledge of routers, switches, hub, and other network elements

 Operations Asset Management PositionMinimum of 2 years in datacenter support systemsKnowledge of AC and DC power systemsKnowledge of precision HVAC systemsExperience with managing maintenance windowsExperience with alarm monitoring systems

 Underlying Skills all PositionsAssociates Degree or equivalent A solid working level knowledge of Microsoft Office Suite Excellent written and verbal communication skills