CSC Tier 1 Engineer

What's The RoleThe role of the CSC Tier 1 Engineer is to provide 24x7x365 support of B2B customers by monitoring and serving as the first point of contact for any problem escalations. The CSC Tier 1 Engineer works cross-functionally with internal and external resources to resolve customer or network related issues. They proactively monitor customer premise equipment and troubleshoot any issues on customer premise and access networks. What You'll DoTroubleshoot switching, digital, optical and associated telecommunications equipment from Customer Premise Equipment (CPE), to Core Access Network equipmentTroubleshoot CE performance and provide performance statistics and reportsIdentifies, troubleshoots and resolve network related and connectivity problems encountered by C&W B2B customersUses established tracking systems to log requests; monitors progress, track problem resolution, identifies patterns of failure, recommend or implements solutions and communicate with Senior group members regarding unresolvedPerform basic fault analysis, isolation and remediation in switching, routing, optical and other technologiesMaintain accurate records in a variety of tracking resources. For example by the use of CWC’s ticketing systemOpen trouble tickets for various customers, answering incoming telephone calls, responding to network alarms/event and customer emails regarding network connectivity problems or queries with a predetermined time frameMaintain a high closure rate while maintaining qualityDevelop extensive knowledge of CWC's Business SolutionsEffectively manage ticket queues to ensure high customer satisfactionEscalate network problems both internally and externally to the appropriate level of support in compliance with set SLA’sProvide technical assistance and maintain contact with customers during service impacting network eventsParticipate in network maintenance to confirm service is restored after completion of maintenanceTroubleshooting experience within OSI Layers 1-5Respond to outages in accordance with business continuityLog all calls in the ticketing application by classifying and assigning personnel changed with restoring servicePerforms miscellaneous job-related duties as assigned by the Supervisor, Manager, Director or Vice President What You'll DoRequirementsFormal Education & CertificationBachelor’s degree in Engineering/ Computer Science or equivalent work experience in lieu of formal education to be determined by hiring managerCCNA desirableNet+/A+ essentialFamiliarity with the principles of ITIL, certification preferredKnowledge & Experience1+ Years of technical experience working in a networking, Customer Service and NOC environment1+ Years of experience with Cisco or Juniper devices1+ Years of experience with troubleshooting IP switching and routing and managed servicesSkills/CompetenciesComprehensive understanding of troubleshooting hardware/software/network issues with an emphasis in TCP/IP infrastructureMust be able to understand networking routing and switchingPunctual, regular and consistence attendance. Must be able to work nights and weekends, Variable schedule(s) as necessaryAbility to function in a fast paced environmentWork well in a busy team, being quick to learn and able to deal with a wide range of issuesStrong analytical skills and able to collate and interpret data from various sourcesPersonal AttributesAbility to absorb and retain information quicklyDemonstrates a work ethic based on productivityPays keen attention to detailAble to effectively prioritize and execute tasks in a high-pressure environmenStrong documentation skillsAble to work without supervisionStrong understanding of the organization’s goals and objectiveHighly self-motivated and directedCustomer Service FocusExceptional customer service orientationMakes a good assessment of customer needsCommunication SkillsAble to express ideas in a user-friendly and business-friendly language tailored for the easy understanding by the intended audienceExceptional written and oral communication skillsAdapts to different methods of communication by different partiesEthics and ValuesDemonstrates honesty and integrity in all interactions (with both customers and colleagues)Demonstrates a firm commitment to the ethics, values and standards set by the organizationMaintains integrity and commitment to values and standards during conflicts and high pressure situations