Technical Support Tech II

Company Description
Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
The Customer Support Analyst (Technical Support Tech II) provides timely and responsive monitoring for the stability of a multi-state, interconnected wide area network. Identifies and responds to failures of network connectivity and other customer-related events and directly manages the resolution of these event by providing detailed documentation throughout the progress of resolution. Responsible for engaging vendors, dispatching resources, and escalating to internal teams when needed.
Responsibilities

• Proactively monitors the performance of ENA-deployed devices, which includes ticketing events when identified. Equipment being monitored includes Cisco routers, Brocade switches, AeroHive access points and switches, and Data Center components. Other equipment and services may be monitored as well.
• Informs impacted customers by phone or e-mail of events and provides frequent status updates until events are resolved.
• Acts as the initial point of triage and escalates events accordingly.
• Identifies and correlates alerts that are related to single points of impact that may result in a large-scale service interruption impacting multiple customers. Communicates internally to alert all parties and obtains all resources needed to help process and restore the impact timely.
• Manages underlying carriers to report failures and drive resolutions by obtaining frequent status updates and escalations that provide timely resolutions with a sense of urgency.
• Identifies trends related to chronic disruptions and collaborates with internal resources to identify permanent fixes to reduce future impacts. This may include opening chronic tickets with carriers when necessary.
• Receives and processes vendor maintenance and internal change requests according to ENA's change management process. This includes:
  
  • Track internal and external change requests
  • Send customer notification for scheduled and approved maintenances.
  • Communicate the status of maintenance activity to internal stakeholders.
• Manages and correctly processes all inbound emails from vendors, customers, and internal sources.
• Other tracking, minor approvals or other miscellaneous duties as assigned.

Minimum Expectations of an Associate:

• Follow standard documentation expectations within all customer facing portals.
• Improves performance impact through growth in knowledge while supporting the departments goals and customer satisfaction objections and create an impact that supports ENA's achievement of short and long-term goals
• Ability to multi-task while taking inbound calls

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.
Education and/or Experience:

• 6 months to 1 ½ years of experience in a customer service call center or helpdesk, NOC or support desk role resolving issues through interactions over the phone, ticketing system, and through email.
• Must excel at customer service and maintain a strong dedication to putting the customer first by providing prompt support and complete resolutions.
• Requires experience working in a dynamic, customer service-oriented, team environment resolving multiple technical issues.
• Demonstrate the ability to multi-task between customers, vendors, peers, and management while showing the ability to independently resolve customer needs.
• The position requires the ability to learn and be flexible with existing and new technology and procedures as it develops and enhances ENA's offerings to our customers.
• Network related certifications such as Network +, A+ or CCENT is a plus
• Experience working with routers/switches (Cisco preferred), High Speed circuits (Cable Modems, T1 to Fiber), TCP/IP network protocols, and LAN/WAN network troubleshooting is a plus

Must have a demonstrated passion for customer service and a strong dedication to putting the customer first and providing prompt support and complete resolutions. Requires experience working in a dynamic, customer service-oriented, team environment resolving multiple technical issues. Demonstrate the ability to multi-task between customers, vendors, peers, and management while showing the ability to independently resolve customer incidents. The position requires the ability to learn and be flexible with existing and new technology and procedures as it develops and enhances ENA's offerings to our customers.
Base pay range: $18.00- $22.00 /hour, commensurate with experience.
Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Fitness membership discounts
• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.