Axelon Services Corporation

This position resides in Network Operations and reports to a NOC Supervisor.. Troubleshoot network elements including servers, routers, switches, access points, printers, kiosk computers, power communications machinery, and controllers by using the the OSI model. Recommend bandwidth upgrades to senior NOC and account management. Prior knowledge of DNS, DHCP, routing protocols, and Cisco IOS configuration with CCNA preferred. Scripting knowledge preferred using industry-wide tools (bash, python, pearl)

maintenance specialist

Job Title: Client Customer Support - Maintenance Specialist TOP 5 SKILLS: Customer service - phone management and soft-skills Advanced Wi-Fi knowledge Technical Troubleshooting knowledge Keyboarding/Typing Problem-solving Position Overview This position resides in Network Operations and reports to a NOC Supervisor. The Network Operations group is responsible for monitoring and maintaining the integrity of AWS’s network. Major Responsibilities/Duties • Maintain a strong customer service orientation and strive to offer the customer an experience that exceeds their expectations • Achieve a minimum level of calls and tickets as defined by a manager • Maintain a consistent quality level as defined by manager in regards to phone metrics • Work in a 24x7x365 environment to drive issues to resolution • Enter data into trouble ticket system in an accurate and complete manner to document problems including diagnostic results and repair performance information • Make outbound calls to customers, ISPs and third party vendors to aid in proactively restoring system functionality • Identify problems through monitoring, analyze the duration and potential impact to customers, and proactively ensure they are consistent with service levels (SLAs) for these activities. • Troubleshoot network elements including servers, routers, switches, access points, printers, kiosk computers, power communications machinery, and controllers by using the the OSI model • Provide support in property “bring up” procedures • Make sure our acceptable use policy is being followed • Update design and documentation through wiki • Recommend bandwidth upgrades to senior NOC and account management • Participate in technical development opportunities • Recommend processes improvements to optimize work performed. Suggest preventive measures against repeat occurrences. • Requisition and verification of correct parts before request for parts are submitted. Request dispatch and update internal and external customers on the status of repairs. • Understand and respond properly to escalation procedures • Mentor and assist other NOC agents in a team-oriented setting Prerequisites Of The Position • Bachelor degree in CS, MIS or equivalent experience • 1+ years experience in network management • 1+ years experience working with broadband as a connectivity solution • 1+ years experience supporting Linux/Unix in a corporate setting, preferably Debian or Ubuntu. • 1+ years experience working with Cisco networking elements • 2+ years in a customer service position • Ability to work under pressure and within a fast-paced, multi-tasking environment, while maintaining professionalism • Prior knowledge of wireless protocols and standards • Prior knowledge of DNS, DHCP, routing protocols, and Cisco IOS configuration with CCNA preferred • Excellent interpersonal, communication and organizational skills • Have acted as customer support in the past and are familiar with call queues • Scripting knowledge preferred using industry-wide tools (bash, python, pearl)

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