An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!
Overview
Customer Installation Technician will be engaged in the Delivery (Configuration, Installation, Testing & Acceptance) of circuits and various TNS network device types. The Technician will also be required to provide technical support for internal TNS teams, as well as customers who are in the process of activating service.
Responsibilities
* Configures, installs, maintains, tests, and troubleshoots TNS network & customer devices and circuits.
* Work with telephone companies to turn up circuits, including leased line DS0, DS1, DS1 hubs, DS3, DS3 hubs, OC3+, Ethernet, Frame Relay, DSL, ISDN, VPN, MPLS.
* Works with customers to install routers and auxiliary equipment (including cabling and demarcation extensions), and collaborates with Field Technicians on equipment installation, configuration, and troubleshooting.
* Has a firm understanding of Remedy and Visionael databases, and updates Remedy and DSX (TDM Channelized services) sheets completely and clearly in a timely manner.
* Proactively identifies issues and potential faults, performing troubleshooting (1st and 2nd line) and escalating effectively to 3rd and 4th line teams to ensure timely delivery & restoration.
* Works closely with internal groups such as Sales Support, Logistics, and the NOC to assist in solving problems, and communicates back to the various groups and/or customers as appropriate.
* Proactively identifies problem resolutions and process efficiencies to create a higher quality of service for customers, particularly through Automation.
* Demonstrates individual leadership, ownership, and accountability, acting as a mentor to others.
* Assists with training of others within and outside the direct ICC team.
* Works as part of a global team and supports out-of-hours work as required.
* Demonstrates a high sense of accountability for all actions while working on a live mission-critical shared network, particularly in excellent change management practices.
* Creates documentation for new processes and procedures.
Experience
* 1-2 Years practical experience working in a mission-critical IP network support and/or project delivery role.
* Experience in small to medium routine and semi-routine tasks/projects with autonomy on established processes and procedures.
Qualifications
* Understands IP Network to CCNA / JNCIA Level.
* Proven hands-on experience in the installation and configuration of one or more of these router types: Cisco (essential), Juniper, Digi, Virtual Access router.
* Working experience of Linux OS, particularly in networking.
* Understanding of and experience in the delivery of mission-critical services using Broadband and/or Mobile connectivity.
* Proven examples of using initiative to resolve problems on mission-critical IP networks proactively and reactively in a timely manner.
* Dynamic, proactive, team player, and a good communicator both verbally and in writing - Fluent in English verbal & written.
* A proven self-starter demonstrating strong use of initiative.
* Calm and collected while supporting mission-critical network services.
* Aptitude for troubleshooting both proactively and reactively.
* Strong desire to develop technical capabilities for themselves and their team.
* Flexibility with working outside of normal hours, including on-call support and travel for support issues.
* Competence in the technologies on the TNS network with a keen interest in personal and technical progression within the organization.
Optional Desired Qualifications
* ITIL experience/certifications in Service Delivery, Incident & Problem Management is a benefit.
* Understanding TNS broadband solutions and processes.
* Experience in the automation of configuration development and deployment.
* VI and Scripting experience is desirable.
* Experience working in Payments, Banking or Financial Services, or any other high-volume transactional oriented business.
* Experience managing telcos for the provision of services is desirable.
* Alternative language skills are also a benefit, particularly in Spanish, French, and Italian.
Education and Certifications
* A Bachelor degree (US) or Higher National Diploma, HND (UK) is preferred.
* Cisco, Juniper, F5, Linux, Microsoft certifications are all desirable.
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