Status:
Full-Time, Employee
Level:
2-5 Years Experience
Job Location:
Chicago, IL
Job Ref Code:
ITEQG951677
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About Kforce Technology
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With over 45 years of experience, Kforce continues to set the standard in the technology staffing & solutions industry. With an unwavering commitment, Kforce strives to provide candidates with exceptional service in meeting their employment and career needs. Kforce provides consulting, contract-to-hire or direct hire positions with a wide range of organizations; from small, privately held companies to large, multinationals. Our technical specialty areas include: data management, functional and business analysis, infrastructure and systems application development. .
Backed by approximately 1,900 staffing specialists, Kforce is committed to "Great People = Great Results" for our valued clients and candidates. Our Firm operates with 62 offices in 41 markets in North America and two in the Philippines.
Kforce is an EEO/AA Employer
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POSITION
Technical Support Engineer - Nortel
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Job Description:
This person provides tier 2 and 3 support for National Voice Switching Network Software, Hardware and Processes. This person works with and supports Regional Office, National Network Operations, Field Organization and Customer Support Organizations and provides expert problem resolution. This person will be responsible for reducing Mean Time To Restoral (MTTR) and Issue Handling times, ensuring high customer service expectations are being met. This person is required to manage issues with Network Voice Switching equipment Vendors to ensure timely resolution of equipment, software and process failures. This person will be responsible for software and process review while providing expert technical input for improvement. This position works Midnight Shift (12:00am-8:00am Eastern Time) Sunday through Thursday or normal day shift, Monday - Friday. Responsibilities:- Provides Tier 2 and 3 level support to Voice Switching Network Equipment, Software and Processes by carrying out expert level diagnostic investigation for highly-complex wireless network issues or issues with substantial service impact and collaborate with peer support teams to generate a support plan to resolve the issue in the shortest timeframe possible
- Provides support to geographically and skill set diverse teams, including Regional Office, National Network Operations, Field Organizations and Customer Support Organizations
- Provide design recommendations to the relevant Client engineering organization to improve the customer experience or ease of operation long-term
- Maintains low Mean Time To Restoral (MTTR) and Issue handling times delivering high levels of Customer Service
- Write, review and issue technical bulletins for distributions with in engineering and operations
- Communicates technical issues and resolutions with Managers, Directors and Executives
- Maintains NOC and Customer Tickets and provides timely updates and closures
- Manages Vendor tickets
Additional Responsibilities:- Performs outage support and escalations for network issues
- Collaborate with US Cellular and Vendors to provide accurate and detailed Root Cause Analysis
- Software and Process review and feedback
- Provide 24x7 Support though on call rotations covering nights and weekends
- Team with cross functional organizations to help support the core business practices, network infrastructure and systems.
- Develop tools and scripts to aid ability to provide high level of technical support
- Provide peer review and knowledge sharing/training across organizations and teams
Qualifications:- Bachelors degree or equivalent experience is required
- Excellent understanding of Wireless technology and supporting systems
- A minimum of five years of experience in voice networking and operations
- Experience with the following Technologies: CDMA, Switching, Voicemail, HLR/VLR, SS7, IP, Enhanced Voice Services, Unix
- Product Knowledge: Lucent, Nortel, Glenayre, Tellabs
- Excellent communication skills
- Effective organizational and interpersonal skills. Basic Project Management Skills
- Excellent computing and Office software skills
- 10% Travel
This position pays 68000.00-78000.00 annually
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Great People = Great Results
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