Client Support Analyst

Mountain Ltd. has an opening for a Client Support Analyst, to work in the Charlotte, NC area!

Since 1979, Mountain Ltd. has successfully created and supported turnkey engineering solutions for traditional and wireless telecom providers across the United States. We are a national leader in the industry, providing high-quality engineering, on-time service delivery, and skilled personnel paired with innovative technology and creative solutions. Specialties include OSP/ISP engineering, design, permitting, right-of-way and CAD for traditional and wireless telecommunications companies.

Overview:

Job Summary

The NOC Analyst I will perform network monitoring of the Clients SONET, DWDM, IP and Ethernet networks. This position provides in depth support of the SEGRA Networks Transport, IP and Ethernet Networks, and voice services. As a NOC Analyst you will serve as first line of defense for monitoring and management of all client core, distribution, and carrier last mile and customer premise voice and data installations across Client's network. The NOC Analyst is responsible for researching and documenting various mitigation strategies and must maintain current knowledge of deployed technologies and their significance the operation of the network and support of all customers. The NOC Analyst must be able to prioritize remediation of issues in a 24 x 7 network operations center. Perform basic system administration tasks such as network/system troubleshooting, patching, and utilizing scripts to automate repeatable tasks. In addition to network surveillance and management responsibilities, the NOC function also serves as an escalation point from other organizations.

Duties & Responsibilities

80%

• Monitor, manage and maintain all edge network devices, performance, and quality across the client network (e.g. telecommunications circuits, routers, switches, firewalls, VoIP systems, failover solutions and platforms).
• Perform Event Management and Incident Management in accordance with established process and procedural guidelines.
• Create and triage trouble tickets, including remote testing
• Monitor and ticket all alarm events while maintaining a high level of accuracy
• Troubleshoot and repair Clients voice implementations, TDM, Converged, VOIP, SIP and QoS
• Create and triage trouble tickets, including remote testing
• Updates assigned tickets, escalating to various carriers and personnel as required until completion.ms and executives

20%

• Communicates daily with many departments within client, other telecommunication providers, Enterprise customers, and vendors to discuss and coordinate necessary resources to resolve incidents.
• Coordinate network activities related to change management events to insure that schedules are appropriately planned to avoid customer service outages
• Stay up to date on organizational SOPs
• Perform other duties assigned by NOC Management team

Qualifications

• Education: High School Diploma or equivalent required. Associate's Degree or Bachelor's Degree preferred but not required. Vendor certifications preferred but not required (BTI, Cisco, Ciena Adtran, Alcatel-Lucent, Fortinet, VeloCloud, etc.)

• Experience: Minimum of 1-2 years of experience working in a network operations support role. Experience/training on voice and data communication networks and the individual elements within those networks, data/wireless communications principles

• Key Competencies: Ability to resolve Tier 1 network incident quickly and effectively while communicating in an empathetic manner with our customers. Self-awareness and willingness to escalate issues and follow up to ensure incident resolution. An analytical mindset that appreciates solving problems. Good computer and written/verbal communications skills, solve problems effectively, possess the ability to take on new, demanding challenges, demonstrate the ability to assume new levels of responsibility and deal effectively with other people.
• Working knowledge of the following technology:
  
  • Carrier transport circuit technologies such as Ethernet over Copper (EOC/EFM), ADSL, T1s, fiber services (DWDM), and Metro-Ethernet
  • Network design, Routing, DNS, IP Subnetting
  • TCP/IP Routing Protocols (BGP, OSPF, RIP and EIGRP)
  • Proxy Server and Firewalls
  • Q-in-Q / s-tag / c-tag
  • Routing protocols and technologies
  • voice implementations, TDM, Converged, VOIP, SIP and QoS

Thank you for your interest in Mountain Ltd. For more career opportunities, please visit us at www.mountainltd.com

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