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

Date Posted: 7/15/2018

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
  • Must have a strong understanding of Cloud and Virtual Networking components to include provisioning, troubleshooting, and administration
  • Advanced support for Server, Storage, Application, Virtual Services and Cloud Services.
  • 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
  • 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:



  • Associates Degree or Higher in IT, Computer Science, Telecommunications or related field preferred.
  • 3 to 5 years' experience in the Telecommunications, Systems Administration, or IT field is preferred


  • Industry recognized certifications such as CCNA, CCNP, Security, MEF, VCA, VCDX, or equivalent are highly 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