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Cbeyond Inc
Using a 100% private all IP network, Cbeyond provides IT and communications services to businesses throughout the United States. We offer more than 30 productivity-enhancing applications, including local and long-distance voice, broadband Internet, mobile services including BlackBerry® and Android® devices, broadband laptop access, voicemail, email, web hosting, fax-to-email, data backup, file-sharing, virtual private networking and cloud servers. Cbeyond is a publicly traded, Atlanta-based c... Read More
Address | 320 Interstate North Parkway, SE Suite 300 Atlanta, GA 30339 |
Website | www.cbeyond.net/ |
Holding | No Holding Details |
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Engineer Tier
Responsibilities:
* · Must arrive to work on time and login to begin work at the start of your designated shift.
* · Document information accurately in Siebel notes for all interactions.
* · Must be available to receive inbound calls for business needs.
* · Consistently meet the minimum scorecard requirements for this function.
* · Focus on obtaining promoters for TSAT scores. (Customer Satisfaction Surveys)
* · Work with the ILECS, TSV’s and FST’s when required.
* · Will support WBU’s, Cloud services, Fiber, EFM and T1 technical issues.
* · Must be process compliant within the company and departments processes, guide lines and policies.
* · Actively participate in training classes for new products and services, as well as refresher trainings
* · Identify any areas for improvement in regards to the department’s procedures.
* · Be a team player, be able to assist anyone when needed or requested.
* · Be proficient with all testing tools and data bases required to perform his job function.
* · Order re-home T1 circuits and EFM pairs as required.
* · Responsible for handling chronic/Special handling issues.
* · Configuring WBU’s and deploying as required.
* · Ownership of CAT escalations when assigned.
* · Taking assigned tasks from management as needed.
* · Achieving customer satisfaction. Promote positive TSAT scores when working troubles.
Knowledge, Skills, and Abilities:
Requirements
* · Extensive knowledge and Troubleshooting skills – specifically in the following areas;
o o Layer 1 transport , DS1, EFM and DS3 Circuits
o o TCP Protocol Stack and IP Connectivity
o o Knowledge of bridge taps, load coils and smart jacks for copper transport.
o o Test patterns used in the T1 circuit arena
o o Must have knowledge of demarks and T1 extensions
o · Excellent analytical and communication skills. Must be articulate, specific, and accurate when communicating to our customers.
o · Required to document all interactions into the Siebel notes.
o · Knowledge of LAN’s and CPE connections. Familiar with Cbeyond’s Network topology.
o · Self starter who can work effectively and independently.
o · Candidate must be able to complete assigned duties and/projects with little or no supervision.
o · Ability to learn and retain knowledge that is relative to the job function assigned.
o · Possess and consistently demonstrate excellent customer service skills. (Verbal and non-verbal)
o · Must be available to shift bid every 6 months or when business needs dictate.
o · Must be able to work any shift for business needs. (includes nights, weekends, holiday’s)
o · Prior experience working in a call center/tech support/NOC environment. (ACD driven)
o · Experience interfacing with LECs, ISPs, and other vendors or service providers.
o · Knowledge with Cisco commands with enable access.
o · Thorough knowledge (and demonstrated ‘hands-on’ experience) of the following;
+ o Cisco 2500 series routers (remote access)
+ o Actelis EAD and EFM topology.
+ o WAN and LAN protocols and technologies – specifically BGP, OSPF, MPLS, Ethernet, NAT, and DHCP.
+ o Fiber/Cloud technology concepts
+ · Configuration experience with Cisco routers and switches including IOS versions.
+ · Ability to work various shifts including week end, nights, holidays and occasional overtime when needed.
Desirable – Not Required
* · Experience working for production internet service providers, ASP, ILEC, CLEC, or IXP.
* · 4-year technical degree (preferably Engineering or Telecommunications) or proven equivalent work experience
* · CCNA and CCNP Certification
* · Thorough knowledge of MGCP (or alternatively, IPDC and/or SIP) and SS7 (including use of SS7 Protocol
* · Analyzers)
* · Bilingual in Spanish (Fluent)
Other Job Information
Vacancy type: |
Full Time | Contact Mode: |
not provided |
Fax: |
770-874-4320 | Contact Name: |
not provided |
Job Duration: |
not provided | Phone: |
866.424.2710 |
Email: |
CSRrequest@cbeyond.net |
TalentOne Job Information
Engineering Engineering Manager
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