Staff Associate Work Center Tech Supt

Job Description

Job Description: Roles and Responsibilities: GCSC SES supporting Network Operations: Performing network related issues through AOTs / SNOW ticket. Service restoral and break/fix functions Scope include Analyze and escalate. Prioritizing and analyzing the events in the network. Resolve problems for software or hardware resources when unavailable or when there is degradation in performance impacting business processes. This involves monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action. Customer Call Receipt: Call receipt (first point of contact for Customers for problem recording) Customer verification Call problem validation and documentation Initial technical problem analysis during Live Call handling Pro-active Network Monitoring: Customer Alarm Tracking System alert monitoring and trouble ticket generation Problem diagnostics Initial Customer call Ticket Management: Update Status in AOTs and SNOW ticketing tools on regular basis. Work with internal support groups and recommend diagnostic tests based on degree of service impairment Access provider management and associated escalations Negotiate and coordinate with other support centers (i.e. external organizations and internal and external business partners) for sectionalization and testing plans. Escalate ticket according to process based on the established intervals. Skills Required for the Role: Network troubleshooting/engineering experience Strong Knowledge Cisco Routers/Switches Experience in LAN Switching Exposure to various Network technologies Very Good Knowledge on LAN and WAN networks Knowledge on MPLS and Load Balancers Knowledge on Cisco Routers and Switches Experience in understanding Cisco Architecture. Experience in Frame Relay, DS/DS3 Optical circuits, BGP Routing Protocol, OSPF Routing Protocol, HSRP Routing Protocol, VRRP Protocol Experience in Network Router and Network Switches. Professional Skills: Excellent communication skills (verbal written, technical interpersonal) Excellent telephone manner Excellent problem-solving skills Professionalism at all times Excellent time management skills Highly skilled in the use of PC systems and applications Ability to work well under pressure, set priorities and make well-considered decisions Drive, enthusiasm, initiative, commitment and self-motivation Resourcefulness and flexibility Ability to work well in a team. Required Years of Experience: 1-2 Years. Education: Any Graduates/Diploma in technical Discipline. Job ID R-59830 Date posted 03/18/2025