Under minimal direction, The MAC CSR is to monitor the ITSM ticket system to insure tickets are assigned to technicians in a timely manner; that customer commitments are met; to identify issues that could cause a negative impact to our customer service; applies technical and operational knowledge to configure, operate and maintain information processing and telecommunications systems; interacts with multiple customer departments and company business segments; have the ability to learn quickly and adapt to changing requirements. Follows established procedures to configure and maintain hardware, operating software, and business application. Uses manual and automated methods to control information processing, identifies technical faults and attempts problem resolution. Participates in team problem solving and root cause analysis, composes and updates operational documentation such as checklists, procedures charts and status reports. Understands and complies with record keeping requirements, protocols and standards. Demonstrates general knowledge and proficiency with computing and or telecommunications technologies and recommend continuous improvement activities.
In this position, the Telecommunications MAC CSR is responsible for first level troubleshooting, expected to review and if possible resolve incident tickets and will escalate tickets to the appropriate support staff. The MAC CSR will make port configuration changes in support of field Technicians. Will Document work performed (including issues) in incident report workflow logs prior to closing incident reports or transitioning work to another team. Responsible for performing telephones activities in the central office telecommunications switch. Test and verify telephone cable connections. Replace faulty cables. Update cable plant description, equipment inventory and equipment location documentation using customer procedures and supplied databases. Document work performed in service request workflow log prior to closing service requests. Will support first level request incidents and project work for all Telecommunication teams (e.g., Telecomm infrastructure engineering group, Networking and Voice Telecom teams).
The successful candidate shall have a minimum of a high school diploma and two years of experience providing technical IT support in a corporate setting. Candidate must understand IT Service Management and delivery within industry best practices framework such as ITIL.