Senior Technical Support Specialist in Louisville, KY at Intrado

Date Posted: 12/20/2021

Job Snapshot

Job Description

For this opening we will consider candidates from the following locations: Louisville,KY,United States | , United States

We are seeking a Senior Technical Support Specialist to join our team in Louisville, KY or 100% remote in the US, as needed. The Senior Technical Support Specialist will be responsible for providing Tier II support to clients related to issues with assigned business unit products and services; respond to escalated tickets from Tier I support staff to issues that impact client’s business operations; perform more advanced troubleshooting of routers and systems making adjustments within scope of responsibility; test modifications to systems to ensure operation before implementing for client's use; update information on trouble tickets as necessary, and close out trouble tickets when clients' issues have been resolved, work aging tickets to resolution, engaging appropriate higher level support teams as needed; provide backup support to Tier I, answering incoming client calls involving questions or issues with services being provided.

Major Job Accountabilities

Network Operations Center Functions - Provide Tier II support to clients related to issues with assigned business unit products and services (e.g., VOC, data, etc.) while ensuring adherence to established corporate and departmental policies and procedures.

  • Respond to escalated tickets from Tier I support staff to issues that impact clients business operations
  • Perform more advanced troubleshooting of routers and systems making adjustments within scope of responsibility
  • Test modifications to systems to ensure operation before implementing for client's use
  • Contact common carrier and work with them to resolve issues determined to be in their area of responsibility, acting as a liaison between them and the client
  • Update information on trouble tickets as necessary, and close out trouble tickets when clients' issues have been resolved
  • Work aging tickets to resolution, engaging appropriate higher level support teams as needed
  • Provide constant communication to clients on any/all outstanding issues
  • Provide backup support to Tier I, answering incoming client calls involving questions or issues (e.g., moves, adds, changes, service affecting issues, etc.) with services being provided
  • Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures
  • May resolve Tier I problems (e.g., modify call flow, password reset, web feature modification, add/delete users, etc.) as needed
  • Using various tools (e.g., Tivoli, etc.), monitor circuits and network functions and activities for issues

Research Assistance - Assist in resolving routine issues by identifying issue(s) and researching in a timely manner.

  • Follow research through until resolution
  • Document all issues thoroughly maintaining department files
  • Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services
  • Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels

Team Interface/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts.

  • Cooperate with team members to meet goals or complete tasks
  • Provide quality customer service that exceeds customer expectations and improves level of service being provided
  • Treat all internal/external customers, team members and department contacts with dignity/respect
  • Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

Related Duties as Assigned -

  • The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
  • Consequently, job incumbents may be asked to perform other duties as required
  • Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
  • Please contact your local Employee Relations representative to request a review of any such accommodations

Minimum Qualifications

Applicants for this job will be expected to meet the following minimum qualifications.

Education

  • High school diploma or GED required
  • College courses from an accredited college or university in computer science, MIS or a related field preferred

Experience

  • Minimum 2 years’ experience in a network operations or technical support environment required
  • Advanced work in pursuit of a bachelor’s degree (e.g., junior, senior year) in computer science, MIS, or a related field can be substituted for one year of technical support or network operations experience

Technical Knowledge

  • Minimum 1 year experience with Cisco networking systems required
  • Minimum 1 year experience with troubleshooting or configuring voice services required
  • Minimum 1 year experience with call flow configuration required
  • Minimum 1 year experience with Cisco SD-WAN or other SD-WAN solutions preferred
  • Basic troubleshooting methodology knowledge preferred
  • Cisco Certified Network Associate (e.g., Voice, Wireless, Security, Service Provider Operations) or higher designation preferred

Other

  • Basic knowledge of Word and Excel required
  • Based on departmental need, may be required to work weekend or evening shifts

ABOUT US

Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most – Information to Insight.

Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories.  Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.


ABOUT THE TEAM

Intrado Cloud Collaboration provides meeting, messaging and collaboration tools that allow businesses to unlock the creativity of their teams and fuel productivity as if everyone was in one room – even when team members are across the globe.

Intrado also offers Cloud PBX systems for globally distributed corporations, Cloud Contact Centers to enable technical support and remote agents supporting businesses and Hosted MPLS Networks to increase business efficiency, execution and security.

With products and services ranging from audio / video conferencing services to meeting management tools, we also provide professional services to ensure support and training at each stage – from implementation of our tools and services throughout the customer lifecycle. Intrado is the #1 global conferencing partner, Cisco Meetings partner and a Microsoft Gold Collaboration Partner.

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