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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

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