"Alerted.org

Job Purpose** **:

The IP Services Specialist provides Tier I and Tier II support for the Company's products and services for all customer types. IP Services provides support to other internal and customer facing departments. Trouble shoots and performs in-depth analysis of software and equipment to find timely resolution.

Essential Functions** **:

Projects and Support:

+ Build, provision, upgrade customer circuits based on service orders.

+ Represent IPSS in project/product/process meetings.

+ Support business, enterprise, and service-provider-class Internet, and wholesale with a variety of products and services including, but not limited to:

+ BGP, xDSL, Wi-fi, FTTP, VOIP, VPLS, VPRN, VPWS/VLL, and wholesale.

+ Carrier Ethernet services, such as EPLs, EVPLs, EVCs, Access-EPLs, and Mobile Backhaul solutions in a multi-vendor equipment environment using Nokia GPON and DSLAMs , Nokia 7750-SR, 7450-ESS, and 7210 SAS-X, Adtran Netvanta and TA5000 Total Access.

+ Provide in depth technical analysis/results using various test tools - network element management systems to isolate and/or resolve complex network or customer issues.

+ Receive escalated trouble tickets, perform testing and work with vendors for a resolution.

+ Respond to after-hours call outs for network outages and escalated customer trouble on a 24x7 basis.

+ Manage and provision HT owned Public IPv4/IPv6 address space, various IP based CPE and/or network elements, VPN services.

+ Manage MPLS Order database.

+ Other duties as assigned.

Wholesale Carrier Reporting and Maintenance

+ Adds, changes, and disconnects.

+ Track and manage on Smartsheet or other tracking mechanism.

+ Create weekly RFC notices for carrier notification.

+ Perform weekly maintenance in CARP to reflect the changes in the corresponding MTSO.

+ Audit Wholesale circuits for records accuracy.

+ Other duties as assigned.

Order Processing

+ Manage Tibco queues and schedule orders on the IPSS calendar.

+ Manage incoming DocuSign from Salesforce and assign IP's, complete the task and document in IP Plan

+ Fulfill requests for IP addresses/blocks that fall outside of the DocuSign process.

+ Review and approve order expedite requests from sales, engineering, LM's/techs, etc.

+ Create/Update calendar events accordingly and create conference bridges as needed.

+ Proactively review scheduled orders and make sure the appropriate CLR's have been issued ahead of the due date, follow up with SSPC Operations for any record discrepancies.

+ Ensure we meet order due dates 100% of the time.

Service Desk

+ Serve as troubleshooting contact for internal/external customer on incidents, requests, and inquiries for all Business Products.

+ Log and document detailed ticket activity until a resolution is complete and the ticket is closed with the customer.

+ Collaborate with other analysts to determine resolutions for customer incidents and requests.

+ Suggest knowledge base updates for solutions that may be repeatable so that others can leverage against future incidents/requests.

+ Make outbound calls to internal/external customers as part of the Incident Management lifecycle.

Education** **:

Bachelor's degree or three years related experience training; or equivalent combination of education and experience preferred.

Certifications, Accreditations, Licenses** **:

Preferred Certifications: Nokia NRS1 and NRS II, Linux Redhat MEF-CECP CompTIA Network+ Able to obtain additional security clearances as needed.

Relevant Work Experience** **:

3 to 5 years of general work experience. Two years of demonstrated work experience in Business, Sales or Repair and Working knowledge of service order entry, circuit provisioning and supporting workflows. Experience working with CRM, Salesforce, Tibco, Kenan, AAIS DS - NB, BroadSoft, GHEM Experience of Enterprise Solutions Group - General Business Sales channels and product offerings preferred.

Special Knowledge, Skills, and Abilities** **:

Technical knowledge of routers, VOIP and SIP technologies, FFTP, Wi-Fi technologies, firewalls, Linux CLI, scripting, and programming

Supervisory Responsibility** **:

This position does not have employee direct reports but does have oversight responsibility for vendors and/or contractors.

Work Environment** **:

Must be available 24x7 on-call duty.

Physical Demands** **:

Requires standing, sitting, lifting/carrying supplies and training materials up to 40 lbs., and reading paper documentation and electronic communications. May require identifying and distinguishing colors; may require working in confined and dark areas for long periods of time. May require identifying and distinguishing audible tones/levels.

**Salary Range:** $70,000 - $98,000

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran