Job Description

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

• Must be able to quickly diagnose and recognize customer, carrier, and far end issues and take correct steps in securing problem resolution.

• Assist with testing, certification and implementation, and support of new WOW! Business products as they are introduced.

• Successfully coordinate interaction among WOW! Business customers, network administrators, vendors, technicians, service providers and WOW! personnel, using effective verbal and written communication skills.

• Perform daily maintenance/monitoring activities of the WOW! Business Network.

• Recognize observed security, infection, DoS issues and recommend resolution steps.

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

• Document all technical issues/solutions in the company ticketing or billing systems.

• Respond in a timely manner to trouble tickets and incoming calls as they are presented to BOSS workflow queue, solve issue and respond to the customer, or escalate to a business field tech for service call.

• Must have excellent oral skills to provide instruction to the customer over the telephone. This involves anticipating customer responses and motivating customers to execute correct troubleshooting steps.

• Ability to work scheduled shifts and participate in On-Call rotations as designated by management to meet business needs.

• Other necessary clerical work as defined by management, including research, filing, assistance with mailings, and other related duties.

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

• All other duties as assigned.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Skills and Requirements

* Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs to include IP Network Sub-Networking.

* Familiar with various networking fundamentals related to routers, switches, LAN, MAN, WAN, DS3, OC-x, CSU/DSU and other CPE.

* Strong trouble shooting skills.

* 3+ years in the telecommunications field.

* Virtualization experience (This is flexible- IDEALLY know about vmware/VM's)

* Previous experience providing technical support in a call center environment or equivalent.

* Proficient with word processing and spreadsheet software, Internet software and email.

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

* Must have a solid understanding of local, long-distance and toll free telephony, recognize and assist in resolving LNP porting, LIBD, PAC, telephony features, VoIP, and customer premise equipment. * CCENT, CCNA Certification or equivalent telecommunications training to include IPv4/IPv6, VoIP, SIP is preferred, not required.

* Business HICAP services is a plus.

* Previous knowledge of RF Signals and HFC networks is a plus.

* Ability to learn and utilize CLI on various networking elements to investigate service impacting events. null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.