Business Operations Support Analyst I in Tampa, FL at WOW!

Date Posted: 3/22/2018

Job Snapshot

Job Description

Summary:


Provide industry leading customer service through a thorough and advanced understanding of WOW! Business Product suite for our Enterprise and Strategic Enterprise customers in a 24/7 support organization.


Duties and Responsibilities:



Essential duties and responsibilities include but are not limited to those listed below:



  • Ability to work scheduled shifts in a 24/7 environment and participate in On-Call rotations as designated by management to meet business needs

  • Respond in a timely manner to trouble tickets and incoming calls as they are presented within the BOSS workflow queue, and work directly with customers to gather and document all necessary information to effectively analyze and troubleshoot service-impacting issues

  • Provide Tier 2 level of support for all WOW! Business products (HSD, Email, Web Hosting, Voice, CATV, SIP, HICAP, Managed Services, Virtual Services, and Cloud Services) including diagnosis, troubleshooting, consulting, problem escalation and coordination

  • Successfully coordinate interaction among WOW! Business customers, network administrators, vendors, technicians, service providers and WOW! personnel using effective verbal and written communication skills, to resolve customer impacting issues and events

  • Execute the proper documentation and security of customer equipment/packages shipped and received by the Data Centers

  • Monitor Internal and Customer Network, Server, Storage, and Applications to ensure that service-impacting events are identified, isolated, and communicated to all necessary groups as effectively and efficiently as possible

  • Monitor Data Center critical systems: Security, Power, HVAC, and provide Hands & Feet support when required or requested by leadership

  • Gather data and prepare reports to measure the effectiveness of our service and support activities as required by management

  • Adhere to the Ticket Management and Data Center policies and procedures

  • All other duties as assigned




Qualifications:



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • Fundamental knowledge of the Switching and Routing protocols: TCP/IP, IPv4, IPv6, RIP, UDP, MPLS L2/L3, OSPF, BGP, EIGP, NAT, ARP, RARP, DNS, DHCP

  • Fundamental understanding and capable of troubleshooting; WAN, LAN, VLAN, VPN

  • Familiar with various transmission technologies, DS0, OC-3, RF, Ethernet, DWDM

  • Fundamental understanding of Server Hardware, Operating Systems, Storage and Backup Systems and VM's

  • Familiarity regarding local, long-distance and toll free telephony, with the ability to recognize and assist in resolving LNP porting, LIBD, PAC, telephony features, VoIP, and customer premise equipment

  • Familiar with various Networking Tools, and Monitoring Applications

  • Must be detail oriented and well organized

  • Strong analytical and troubleshooting skills

  • Excellent written and verbal communication skills

  • Excellent time management skills, with the ability to multi-task



Education/Experience:



  • High school diploma and equivalent work related experience

  • Industry recognized certifications such as CCNET, CCNA, Security, MEF, VCA, VCDX, are preferred



  • 3 to 5 years in the telecommunications field or related support experience within Operations Center is preferred



  • Previous experience providing technical support in a call center environment or equivalent is preferred



Computer Skills:



  • Proficient with word processing and spreadsheet software, Internet software and email

  • Ability to learn billing software systems and access online support/tools

  • Ability to troubleshoot and investigate service issues via CLI on various networking elements



Physical Demands/Working Conditions:


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • regularly required to talk and hear

  • required to use hands to type, handle objects and paperwork

  • required to reach and hold on to items at chest level or reach above the shoulder

  • required to use close vision and be able to focus



WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer