Triage Engineer

Responsibilities of Position:

-"Work" the group inboxes to dispatch tickets to appropriate engineers according to a formal availability/priority process

-Check for duplicate tickets in CRM

-Check for recurring problem in CRM

-Call back the customer contact quickly - clarify the reported problem and advise status

-Validate the customer's description of the problem (log into the system)

-Collect alarm & other relevant logs and status screens

-Perform Tier2 and Routine activities (kill Genstat process, reset T1's, restart Alarm Processor, clear disk space...)

-Deflect Tier 1 & 2 cases back to sites/ Cust Care (Backups not done, single sub problems, etc...)

-"Strategically" assign/escalate SR's to the most appropriate engineers

Additional "administrative" assistance:

-Coordinate malfunction work vs. field activities to avoid conflicts and maximize opportunities

-Maintain information accuracy and availability for customer's systems (passwords, IP addresses, modern numbers, site numbers, Ops Mgr names....)

-Will have to work early morning shifts or night shifts/weekends.

Minimum Qualifications/Experience:

-Outstanding oral/written communication skills

-Prefer 1 year or more technical customer service/IT help desk experience.

-Excellent customer service skills.

-Proficiency and experience with computers and business systems (like CRM!) - or a VERY strong aptitude.

-Basic (Tier 2 level) technical skills (login, telnet, view processes, grep, reset T1's,...) - or a VERY strong aptitude.

-Proven ability to follow documented procedures with close attention to detail.

-Experience/Education in a Telecom and/or IT discipline is high desirable.

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