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Job Title:

Operations Technician - Saint Paul, MN

Job Description:

Job Description

  • The Operations Technician position is responsible for taking customer calls and opening repair tickets, monitoring the proactive tickets for customer circuits, providing technical support to client customers, and giving customers the status of their repairs.
  • Technicians use the ticket system to update ticket logs, notify customers of updates and keep customer contact information current. There may be testing of DS1 circuits and logging of test results in the ticket system. 

Essential Job Functions and Responsibilities:

  • Analyze, sectionalize, isolate, and resolve trouble situations.
  • Manage and correlate multiple trouble reports.
  • Communicate with customers and others in a repair situation.
  • Initiate internal escalations, as necessary.
  • Provide assistance to peers and participate in ongoing repair process improvement activities
  • Place proactive outgoing status calls to customers
  • Provide follow up and closure of assigned trouble tickets
  • Train technicians and participate in ongoing repair process improvement activities.
  • Performs primary support functions for SDWAN. Including providing full end to end support for customer networks and support.
  • Acts as primary contact for iQ+ networking product. This includes full end to end customer agency for iQ+ customers and acts on behalf of the customer in coordinating all repair and configuration activities.
  • Will provide support and interaction for DCI/DCI2.0 customers utilizing CTL Datacenter services. This includes coordinating efforts with Equinix, Microsoft Azure and other datacenter services.
  • Other duties as assigned.


    General Work Competencies / Abilities:

  • Possess excellent customer service skills
  • Demonstrate proficiency with trouble ticketing application and other internal tools
  • Ability to work in a fast-paced operational environment
  • Ability to answer customer calls and work issues via trouble ticket proficiently and independently
  • Create trouble ticket which summarizes customer reported trouble
  • Able to recognize issues/defects that will impact the NMS implementation and monitoring
  • Make recommendations based on customer expectations
  • Answer inbound calls and/or redirect calls to proper Client organization if required
  • Create trouble ticket which summarizes customer reported trouble
  • Provide proactive customer updates on progression of repair.
  • Initiate internal escalations on customer's behalf and provide follow up
  • Effectively manages customer expectations (status and clear description of activities)
  • Ability to work independently with minimal supervision
  • Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities
  • Ability to learn in an on-the-job training environment


Basic Qualifications:

• Associates degree in Computer Networking or related technical field plus 5 years’ experience or equivalent combination of education and experience.

• 1+ year of technical customer call center experience

Job ID:

Dept ID:

Saint Paul, MN
United States of America

Online / Full App

Job Type:
Temp Position
Folder Group ID

Posted Date:12/17/2018



Apply for this Position

Job Title: Operations Technician

Location: Saint Paul, MN

Job Type: Temp Position

Reference ID: 349959

Posted Date: 12/17/2018

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