Company: PenTeleData Hybrid WFH Shift: 3PM-11PM Shift but the NCC is staffed 24x7 so must also be able to work 7AM-3PM and 11PM-7AM shifts, weekends and Holidays or whenever an emergency may arise. Shifts may vary depending upon need/coverage/staffing/weather...etc.
Pencor and its subsidiaries are Equal Opportunity Employers
PenTeleData, a leader in Data Transport technologies, is aggressively hiring specialists to monitor, repair, and escalate core network situations in our Network Control Center. This highly skilled group of specialists is responsible for monitoring PenTeleData's advanced network, routers, switches, phone, subpoenas, access devices and commercial customer accounts. These specialists proactively monitor the network, preventing service interruptions by resolving any service issues quickly and effectively.
A 2nd Shift Supervisor is needed to provide supervision of the Network Support Specialists team.
Job responsibilities include:
Creating weekly staffing schedules for all department employees Creating outage reports for administration, partners and customers Reviewing, closure and monthly summarization of all Tickets in the department Mentoring/Training/Tracking of individuals R&D projects outside the normal job scope Keeping a mental inventory of past events to help expedite troubleshooting of current issues Creating, modifying and updating training materials, knowledgebase article, policies etc... Listening to active customer calls to ensure customers are getting the best possible support Taking escalated customer calls as needed to provide the best customer care possible Monitoring and responding to core and customer network outages and following through to resolution Monitoring and maintaining internal and customer link utilization to maintain quality of service Coordinating and communicating with Field Service personnel to resolve service outages Investigating, tracking and blocking potential attacks that may affect network service Supporting, troubleshooting and resolving issues from managed network customers Interacting with other service providers to resolve dedicated circuit service outages Using escalation standards and judgment to quickly resolve service outages Regularly communicating with customers and other employees about the networks "health" Escalating issues to and working with the engineering and systems departments to resolve Actively listening to customer calls in the office to and intervening when necessary Traveling within our service footprint as needed Other duties as needed
Qualifications:
2-4 Year Degree in Electrical Engineering, Computer Science, Telecommunications OR 3-4 Year experience in the electronics / communications or computer industry Established residency in Pennsylvania Valid PA Drivers License and good driving record Previous supervisory experience recommended 5 year Experience with Local and WAN troubleshooting Cisco Certified Network Associate (CCNA) Certification Experience with Voice and Ethernet facilities and customer equipment troubleshooting Experience with Cisco, Arris, Ruckus and Alainza Knowledge and experience with Cisco products Comprehensive understanding of TCP/IP and troubleshooting tools Understanding of DNS, SMTP, NNTP, DHCP, Firewalls and Virtual Private Networks Understanding of the technology behind routers, hubs, bridges and switches Understanding of Cable Modem,Voice and Wireless technology Understanding of legacy equipment and some older technologies we still support Exceptional Problem Solving Skills Exceptional Customer Service and Interpersonal Skills Exceptional Communication Skills - Oral and Written Ability to work varied hours / shifts for training, scheduling issues, inclement weather etc.. Ability to be on-call during off-work hours
Ability to amicably resolve intra/inter-departmental situations
Ability to carefully document work production Ability to travel within our company service footprint as needed