Network Control Specialist Customer Service Representative (US C with Security Clearance

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Job description

We've determined which skillsets are most beneficial for this role. These skills are listed first below as the Must Haves and Nice to Haves our hiring team highly prefers. Below that you'll find the standard job description for this opportunity. Must Haves:
High School Diploma or equivalent and a minimum of 6 years of prior relevant experience.
Accurate typing skills.
Ability to follow standard procedures.
Prioritize tasks according to urgency and importance.
Ability to work in a fast paced, team environment and adapt quickly to new procedures and changing situations.
Position requires strong attention to detail and adherence to policies and procedures.
Ability to log detailed notes regarding communications between responsible parties regarding requests.
Help train new team members as needed.
Nice to Haves:
Associate Degree with a minimum of 2 years of prior related experience.
Networking experience with OSI Layers 1, 2, and 3.
Networking technologies experience with SONET and/or Time Division Multiplexing (TDM).
Familiarity working with networking technologies such as RF, OSPF, BGP, MPLS, and HSRP.
Employ test methods to analyze channelized/unchanneled T1, T3, utilizing DACs equipment, Ethernet, IP, Frame Relay, ATM, WAN, LAN, SONET, and TDM.
Experience with Network Management tools such as Cisco Prime SNMPc, Orion, and NetFlow.
Experience in UNIX and Remote Access solutions.
Experience with call center phone systems and working with geographically dispersed teams.
Interest to track metrics and seek operational improvements using Excel.
Experience with Office Applications (Outlook, Excel), Remedy Incident Management System (or equivalent), or Dispatch experience.
Job Description:
Provide technical support handling inbound and outbound calls, managing Outlook Email queues, and inputting data to an Incident Management Queue in a Call Center environment.
Monitor alarm conditions, analyze, and troubleshoot networks to proactively identify and minimize disruption and impact to the FAA network.
Use software tools and procedures, check availability, and assign field technicians to jobs.
Maintain Field Technician incidents tickets (submit new incidents, keep existing incidents updated and accurate, help technicians resolve incidents).
Able to follow standard procedures and prioritize tasks according to urgency and importance, in a team environment and adapt quickly to new procedures and changing situations.
Ability and willingness to learn the OSI Model.
Willing to participate in team training to learn IP and Time Division Multiplexing (TDM) technologies.
Ideal candidate will have proven communication and customer service skills, strong attention to detail and be able to remain calm during urgent situations.
Work in an onsite 24x7 network Call Center environment where shift and workday flexibility is required, along with on-call hours.
Support short-term emergency evacuation to local backup facilities, if initiated. Please see our website for more job openings:

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