• Utilize internet service provider online systems to process orders, check status and obtain accurate service order completions
• Utilize provisioning, ordering and inventory software or systems to monitor order progress with the underlying service provider
• Review/Analyze incidents or requests obtained from TSC, RCO, and 3rd party service providers (ISPs, Telco Carriers etc.).
• Manage the incidents/tickets in the queue via ServiceNow and/or other ticketing applications.
• Analyze/identify the nature and impact of the problem/issue. Identify appropriate resources to address the problem/issue
• Escalate problems/issues to internal subject matter experts (Senior Support/Provisioning Analyst) or vendor, as appropriate
• Ensure that escalated incidents are documented, resolved and closed as needed
• Identify opportunities for continuous process improvement
• Work closely with vendors (internet service providers) to meet customer needs
• Manage projects/initiatives as assigned by management
• Monitors compliance and quality work product
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
  
  

• College graduate of an IT related course or equivalent experience
• 5+ years of layer 1 and/or 2 technical support experience
• Internet/Network connectivity training/certification is a plus
• Intermediate - Advanced skills in MS applications (word, excel, PowerPoint)
• Familiarity in using ITSM tools such as ServiceNow, Zendesk, etc.
• Proven critical thinking skills
• Demonstrated solid analytical skills
• Proven solid customer service orientation
• Demonstrated ability to work independently
• Proven excellent organizational skills
  
  

• ITIL training/certification
• Experience working with internet providers
  
  

Please refer to job description.