Job Description

Meriplex is a managed IT and SD-WAN solutions provider specializing in intelligent networks, cybersecurity, cloud communications and managed services for the enterprise market. Using a collaborative approach, we provide pioneering, secure and reliable solutions customized to advance business growth.

Meriplex has one opening in our Houston Network Operation Centers (NOC) for an early to mid- career individual to operate as our Dispatch Technician.  We are looking for candidates interested in joining a well-established team to help trouble shoot issues with both our customers and providers to resolve Network Outages by managing the assignments of all incoming NOC tickets.    This role will responsible for assigning out emergency and non-emergency calls.  They should be comfortable with a consistently full workday without slowdowns and enjoy being highly organized.

These roles will report to the Director of Managed Services and be part of one of the largest teams here at Meriplex Communications. We are an essential business, and this position will be in office in our Houston office.  This position could have shifts at our colo which is located downtown.  This role will be required to be in office 100% for the first 90 days at minimum. 

KEY RESPONSIBILITIES

• Respond to Network System outages by following established protocols and assigning or creating tickets to manage action items.
• Act as liaison between clients/providers, keep records of user account information and setting user policies in areas such as rights, security, and systems groups.  while working with Carriers to resolve Network Outages.
• Represent Meriplex through high quality customer service interactions with ticket and call management. 
• Regularly and consistently maintain an understanding and comfort level with a wide variety of system software, databases, and reporting.
• Have a basic understanding of the various key stakeholders within the organization to fully understand how to escalate and assign tickets within the defined time scope.  Will be trained on this through organic on the job the learning. 
• Handle incoming calls and escalate, as necessary.  Partner with other internal call receivers to ensure calls are routed and answered within the KPI metric. 
• Interact with Network Providers, Vendors, and clients daily; opening tickets and performing follow up with internal/external organizations regarding client related issues.

QUALIFICATIONS AND EXPERIENCE

• Certified Cisco CCENT preferred.
• Bachelor’s degree from an accredited university/college preferred.
• 12+ months of Data Center, Help Desk, and/ or Technical Support experience.
• Excelled customer service skillset, including verbal and written communication.
• Experience with structured cabling and network wiring preferred.
• Experience with Unix, Linux, Red Hat, SQL, PHP, Free BSD, VB Scripting.
• Working knowledge of Network and Server Equipment highly preferred.
• Demonstrated ability to document issues with a high level of accuracy and attention to detail.
• Ability to work with minimum supervision.
• Excellent spoken and written communication, interpersonal, and relationship building skills.

WORK SCHEDULE/TRAVEL

The MSOC is monitored 24/7 and this position may be required to work nights, weekends, and holidays on occasion.

Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Meriplex Communications and Meriplex Solutions do not accept unsolicited headhunter and agency resumes. Meriplex Communications and Meriplex Solutions will not pay fees to any third-party agency or company that does not have a signed agreement with Meriplex Communications and Meriplex Solutions.

Meriplex Communications is a market leader in VeloCloud SD-WAN technology and managed IT and SD-WAN solutions provider specializing in intelligent networks, cybersecurity, cloud communications and managed services for the mid-enterprise market. Using a can-do approach, we provide creative, secure and reliable solutions customized to advance business growth.

Meriplex employees receive a full benefits package including medical, dental, vision, disability, group term life insurance, 401K, plus PTO and holiday pay.

Meriplex Communications, LTD is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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