POSITION SUMMARY

Advocate for GDS customers and maintain overall ownership for customer-impacting service requests, problems and incidents during shift/rotation. Primary point-of-contact for communication between internal and external stakeholders regarding ongoing problems, initiatives, and projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Provide superior customer service and Tier 2 support to end users.
• Provide troubleshooting and technical support via phone, email, & web based tools.
• Complete remote troubleshooting through diagnostic tools and techniques.
• Draws on intermediate understanding of network topology and connectivity to monitor and troubleshoot customer networks.
• Collect advanced network hardware/configuration information from and troubleshoot routers, switches, access points, and VSAT/USAT/LTE.
• Work independently to resolve Priority 1-4 tickets, assist Tier 1 personnel on advanced issues, and ultimately escalate unresolved issues to the next level of support personnel.
• Notify appropriate resources of critical customers' issues, either verbally or via other approved methods.
• Demonstrate and maintain advanced knowledge & certification on technologies related to Microsoft, iDirect, Cisco, and others as determined by business needs.
• Exercise ability to learn quickly and retain knowledge. Strive for constant improvement and development.
• Successfully communicate technical concepts to both technical and non-technical audiences.
• Maintain established levels of customer satisfaction.
• Work independently and with customers, peers, engineers and partner vendors to diagnose problems and attain resolution within designated Service Level Agreements (SLA).
• Perform incident resolution tasks based on approved Standard Operating Procedures (SOPs).
• Identify, suggest, and provide contribution towards possible improvements to procedures.
• Manage assigned tickets and activities to ensure all time, actions, and follow-up steps documented in accuracy and depth.
• Ensure that required communication with customers regarding outages, updates, status changes, etc. performed appropriately.
• Train team members on proper operation of GDS products, troubleshooting techniques, customer interaction, etc.
• Provide reports for internal and external use as directed; participate in meetings for departmental, process, and project planning as required.
• This role requires working of a rotating shift schedule and availability for after-hours on-call support, to include nights, weekends, and holidays onsite at GDS office(s).

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• Associate's degree (or equivalent training) in telecommunications or IT/networking support.  2+ years Telecommunications and/or NOC/Technical Support Center experience OR an equivalent combination of education and experience.
• A+ Certification is required for this position.  If candidate does not possess, then must be willing to obtain within 6 months of hire date.
• Candidates must have strong networking knowledge; familiarity with configuring and troubleshooting VSAT, Cisco based networks; effective troubleshooting and analytical skills.  CCNA and/or equivalent certification preferred.
• Demonstrate and maintain knowledge and certification (where applicable) across at least one core GDS technology.
• Capability to write reports and procedure manuals; read, analyze, and interpret general business & technical procedures or governmental regulations.
• Capacity to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Competency to compute rate, ratio, and percentages as well as interpret bar graphs.
• Skills to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, and communicates decisions to others.
• To perform this job successfully, an individual should have knowledge of Contact Management systems; Database software; Internet software; Spreadsheet software and Word Processing software.
• Strong analytical and problem solving skills to resolve operations issues.
• Effectively communicate with others both verbally and in writing required.
• Must demonstrate the ability to multi-task in high stress situations while working in a fast-paced environment.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms. The employee is occasionally required to stand and walk. The employee must regularly lift and /or move up to 25 pounds. The noise level in the work environment is usually moderate. Specific vision abilities required by this job include close vision, distance vision and color vision. While performing the duties of this Job, the employee is occasionally exposed to risk of electrical shock.

**ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATIONS FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, OR NATIONAL ORIGIN.