VCS is looking for a Telecom Ops Control Center Operator I for our one of the client
Job Title - Telecom Ops Control Center Operator I
Job Location - Austin, TX 78744
Contract- 12 + Months with possible extension
Pay- $26/hr.
Job Description
General Overview: At an entry level, monitors systems and resolves issues at the Telecommunications Operations Control Center (TOCC) which include microwave, fiber, radio, data center and network systems including LAN/WAN, wireless and voice over IP (VoIP) networks. Acts as first point of contact for internal and external Client's telecommunications customers in providing support of telecommunications equipment. Acts as afterhours contact for Service Desk issues. This position is responsible for the accurate and timely dissemination of information pertinent to mission critical and enterprise level systems. This position develops competence by performing structured work assignments and receives instruction, guidance and direction from supervisor, manager and/or more experienced colleagues. - Monitors all elements of the microwave, fiber, radio, data center and network systems using data communication terminals and specialized system management tools.
- Initiates repair of any system failures, assisting as needed in troubleshooting and service restoration efforts and/or escalates to higher level control specialists
- Follows documented operations and system escalation procedures
- Assists in resolving system problems to the sub-system or component level through isolation, analysis and troubleshooting. Issues are typically resolved via phone or direct data link from TOCC.
- Assists in determining root cause of multiple system problems caused by a single system failure and coordinates with field personnel to resolve outage conditions that cannot be resolved remotely; dispatches technicians as necessary.
- Assists in analysis of system problems and operating parameters to ensure that systems perform in a manner that best meets customer requirements. Takes ownership of issues and sees them through the Incident Management Process.
- Communicates to management or appropriate support team on high-impact issues/problems. Communicates with customers and stakeholders to ensure appropriate dissemination of information and problem resolution.
- Documents changes made to systems or equipment through appropriate communications and record keeping practices. Documents work both verbally and in writing, with other team members and supervisors.
- Assists in carrying out CLIENT'S's emergency preparedness plan as needed. Communicates with the CLIENT'S Emergency Management and safety personnel. Assists in handling remote emergency communication requests.
- Acts as point of contact for remote communication site entry and exit.
- Receives telephone and radio calls from customers reporting communication system issues. Prompts customers to provide complete descriptions in order to determine the nature of the problem. Assists in providing the user with information to resolve the problem. Sends and receives electronic file transmissions using workstation computers on behalf of customers in a timely and accurate manner.
- Provides afterhours technology user support in specific areas such as voicemail password resets and setting up conference bridges.
- Assists with maintaining department metrics related to system performance, volume, uptime and outages and generates system reports as necessary to TOCC Supervisor and Management This general overview only includes essential functions of the job and does not imply that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instruction and to perform any other job-related duties requested by supervisor or management.
Minimum Qualifications: Zero or more years of experience in telecommunications operations or IT technology including network operations or IT service delivery (which includes desktop support and IT service desk). Preferred Qualifications One or more years of experience in telecommunications operations or IT technology including network operations or IT service delivery (which includes desktop support and IT service desk).
Knowledge, Skills and Abilities: - Knowledge of basic networking concepts
- Knowledge of local area networks (LAN), wide area networks (WAN), wireless, VoIP, video teleconferencing and portal management
- Knowledge of telecommunication systems
- Knowledge of trunked radio systems and telecom alarm systems
- Knowledge and understanding of Cisco network architecture
- Working knowledge of manipulating both a Windows OS and Unix OS environment, including the ability to perform OS specific commands and client-server programs
- Working knowledge in IT Management and monitoring software.
Working knowledge of ITIL processes - Working knowledge of work order programs for the creation and management of job tickets
- Skill in operating radio equipment, performing troubleshooting and solving customer and equipment problems
- Skill in communicating effectively with team members, supervision/management and external organizations under normal and emergency conditions
- Skill in listening to users' problems, prioritizing needs and explaining technical solutions to both technical and non-technical audiences
- Skill in communicating clearly, calmly and effectively with all system users and to assess, prioritize and respond to emergency situations of any type
- Skill in providing customer service
- Skill in processing information logically and methodically to solve problems
- Skill in using remote monitoring systems, understanding alarms, making decisions for effective operations and when to refer problems to more experienced staff
- Skill in paying attention to details
- Skill in managing trunked radio database or systems
- Skill in OpenSky network management system, including the use of GO-Global
- Basic skill level in using systems for facility access control management
- Intermediate skill level in office productivity applications (i.e., email, word processing, spreadsheets, etc.)
- Ability to work efficiently and independently with minimal supervision
- Ability to follow detailed written and verbal instructions
- Ability to build relationships, foster teamwork and work in a team environment
- Ability to balance and manage competing high priority work demands
Work Environment:
- Work hours are spent in an office environment
- Work is confined to a particular work space which requires relief to leave
- Work involves weekends, holidays and non-standard hours
- Work involves a rotating 12 hour shift schedule
Physical Demands:
- Work involves frequent finger/hand manipulation in using a keyboard and mouse
- Work involves constant sitting at console while monitoring systems
Thank You!
Bhanendra S Singh
Vish Consulting Services(VCS)
Bhanendra @vishusa.com
#Telecomoperations#Cisco#CustomerService#Networking#Telecommunication#Microwave#fiber#Radio#Datacenter#NetworkSystem#LAN/WAN#wireless#voiceoverIP#OpenSky#GO-Global#Austin
#Telecomoperations#Cisco#CustomerService#Networking#Telecommunication#Microwave#fiber#Radio#Datacenter#NetworkSystem#LAN/WAN#wireless#voiceoverIP#OpenSky#GO-Global#Austin
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