Pyramid Consulting Inc.

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Technical Service Assurance

at Pyramid Consulting Inc.

Posted: 5/28/2019
Job Status: Full Time
Job Reference #: J3T1V16GFK4BHZFJ8WP

Job Description

Immediate need for a talented Technical Service Assurance with experience in the Automotive Industry.This is a 03+ Months Contract opportunity with long-term potential and is located in Atlanta, GA Please review the job description below.

Job ID: 18-39240

Key Responsibilities:
  • The position will provide high-level technical support to field operations personnel through an advanced working knowledge and broad background in telephony, networking, Wi-Fi, networking signaling (TDM, MGCP/Company, SIP, SS7, ISDN), DOCSIS, CMTS, Routers, CMS, Media Gateways, and Session Border Controllers.
  • These escalations are sourced from a ticketing system as well as monitoring a phone queue to assist with live troubleshooting simulating or recreating user problems to resolve operating difficulties
  • Drive resolution of single customer/user issues as technical lead for troubleshooting and Incident Management
  • Troubleshoot and resolve operational issues between customer/vendor equipment and CPE (Client Premise Equipment)
  • Manage high profile VIP internal and external customer escalations expeditiously
  • Identify and correlate patterns in user and customer reported issues, engage appropriate fix agents to mitigate further impacts.
  • Identify platform impacting issues and partner with Tier 3 support teams and development to implement and test fixes and resolution
  • Work with boundary partners to identify support requirements for troubleshooting and escalation for single user/customer support of new products, services and applications
  • Adhere to defined KPIs and SLAs and provide analysis and feedback from team perspective
  • Prepare trending analysis to help in providing solutions for efficiency and continuous
  • operational improvements
  • Provide support for all assigned applications or services either on a designated shift assignment or by participating in stand by or on call to support customers after normal business hours.
  • Partner with and enable Tier 1 by providing or updating tools, support solutions, coaching,
  • Training and associated documentation.
  • Partner with Tier 3 & 4 for platform improvement and driving support fixes to lower tiers
  • Effectively identifies problems as they occur and takes appropriate steps to solve them.
  • Correlate communication of impacting events to Tier 1 partners and field front line leadership
  • Represent single customer/user during Post Incident Reviews (PIR) for service impacting
  • events
  • Open and manage vendor support cases through resolution
  • Possess strong written, oral, problem solving, presentation, and collaborative skills.
Key Requirements and Technology Experience:
  • 3-5 years of experience required in related field (i.e. Customer Operations, telecommunications engineering/operations, network operations, etc.)
  • 3-5 years of experience required in an operations support model providing support via a ticket system as well as from direct inbound calls from customer facing agents, on-site techs, etc.
  • Requires knowledge of SIP, MCGP/Company, SS7, DHCP, IP Networking, Telephony Switching, Wi-Fi, video platforms, RF, DOCSIS, QAM, MPEG, Levels, HFC.
  • Requires advanced knowledge Call analyzer program such as Hammer XMS
  • Requires mid to advanced knowledge Wi-Fi technology/hardware
  • Solid understanding and practical use of TCP/IP and related internet protocols, such as: DNS, POP, SMTP, HTTP, HTTPS, DHCP, and SSH. IPV6 is a plus.
  • Excellent written, oral, problem solving, interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout organization.
  • Must have a strong dedication to customer service.
  • Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, yet sometimes stressful, customer-focused operations organization.
  • BS/BA degree in related discipline strongly preferred (i.e. Engineering, IT, MIS etc.).
  • 7+ years of experience in related field (i.e. Customer Operations, telecommunications engineering/operations, network operations, etc.)
  • 7+ years of experience in an operations support model providing support via a ticket system as well as from direct inbound calls from customer facing agents, on-site techs, etc.
  • Must understand be able to understand & interpret networking diagrams including the roles and responsibilities of routers, load balancers, firewalls, DHCP server (TFTP/KDC/TOD), IP addressing/sub netting. Knowledge of signaling, call flow and voice path with the following protocols:
  • TCP/IP, UDP/RUDP, MGCP, SIP, SS7, RTP, CPE, entitlements, MOCA, RF, DOCSIS, QAM, MPEG, Levels, HFC, Video Path, IP Video, Linear video, Guide, SDV, OTT, Controller, premise engineering.
  • Experience working with interoperability issues within VoIP/SIP & Wi-Fi networks
  • Ability to interpret voice packet captures.
  • Experience troubleshooting issues with one or more of the following equipment/tools a plus: Arris/Client MTAs, Cisco routers, Cisco Soft Switch, Hammer XMS, Session Boarder Controllers (Client), IP phones, Wireshark, Broadsoft, Edgeview, Solarwinds, Linux/UNIX.
  • PacketCable specifications knowledge is also a plus.
  • CCNA certified or greater.
  • The position will provide high-level technical support to field operations personnel through an advanced working knowledge and broad background in telephony, networking, Wi-Fi, networking signaling (TDM, MGCP/Company, SIP, SS7, ISDN), DOCSIS, CMTS, Routers, CMS, Media Gateways, and Session Border Controllers.
  • These escalations are sourced from a ticketing system as well as monitoring a phone queue to assist with live troubleshooting simulating or recreating user problems to resolve operating difficulties
  • Drive resolution of single customer/user issues as technical lead for troubleshooting and Incident Management
  • Troubleshoot and resolve operational issues between customer/vendor equipment and CPE (Client Premise Equipment)
  • Manage high profile VIP internal and external customer escalations expeditiously
  • Identify and correlate patterns in user and customer reported issues, engage appropriate fix agents to mitigate further impacts.
  • Identify platform impacting issues and partner with Tier 3 support teams and development to implement and test fixes and resolution
  • Work with boundary partners to identify support requirements for troubleshooting and escalation for single user/customer support of new products, services and applications
  • Adhere to defined KPIs and SLAs and provide analysis and feedback from team perspective
  • Prepare trending analysis to help in providing solutions for efficiency and continuous operational improvements
  • Provide support for all assigned applications or services either on a designated shift
  • Assignment or by participating in stand by or on call to support customers after normal business hours.
  • Partner with and enable Tier 1 by providing or updating tools, support solutions, coaching,
  • Training and associated documentation.
  • Partner with Tier 3 & 4 for platform improvement and driving support fixes to lower tiers
  • Effectively identifies problems as they occur and takes appropriate steps to solve them.
  • Correlate communication of impacting events to Tier 1 partners and field front line leadership
  • Represent single customer/user during Post Incident Reviews (PIR) for service impacting events
  • Open and manage vendor support cases through resolution
  • Possess strong written, oral, problem solving, presentation, and collaborative skills
  • 3-5 years of experience required in related field (i.e. Customer Operations, telecommunications engineering/operations, network operations, etc.)
  • 3-5 years of experience required in an operations support model providing support via a ticket system as well as from direct inbound calls from customer facing agents, on-site techs, etc.
  • Requires knowledge of SIP, MCGP/Company, SS7, DHCP, IP Networking, Telephony Switching, Wi-Fi, video platforms, RF, DOCSIS, QAM, MPEG, Levels, HFC.
  • Requires advanced knowledge Call analyzer program such as Hammer XMS
  • Requires mid to advanced knowledge Wi-Fi technology/hardware
  • Solid understanding and practical use of TCP/IP and related internet protocols, such as: DNS, POP, SMTP, HTTP, HTTPS, DHCP, and SSH. IPV6 is a plus.
  • Excellent written, oral, problem solving, interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout organization.
  • Must have a strong dedication to customer service.
  • Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, yet sometimes stressful, customer-focused operations organization.
  • BS/BA degree in related discipline strongly preferred (i.e. Engineering, IT, MIS etc.).
  • 7+ years of experience in related field (i.e. Customer Operations, telecommunications engineering/operations, network operations, etc.)
  • 7+ years of experience in an operations support model providing support via a ticket system as well as from direct inbound calls from customer facing agents, on-site techs, etc.
  • Must understand be able to understand & interpret networking diagrams including the roles and responsibilities of routers, load balancers, firewalls, DHCP server (TFTP/KDC/TOD), IP addressing/sub netting.
  • Knowledge of signaling, call flow and voice path with the following protocols TCP/IP, UDP/RUDP, MGCP, SIP, SS7, RTP, CPE, entitlements, MOCA, RF, DOCSIS, QAM, MPEG, Levels, HFC, Video Path, IP Video, Linear video, Guide, SDV, OTT, Controller, premise engineering.
  • Experience working with interoperability issues within VoIP/SIP & Wi-Fi networks
  • Ability to interpret voice packet captures.
  • Experience troubleshooting issues with one or more of the following equipment/tools a plus: Arris/Client MTAs, Cisco routers, Cisco Soft Switch, Hammer XMS, Session Boarder Controllers (Client), IP phones, Wireshark, Broadsoft, Edgeview, Solarwinds, Linux/UNIX.
  • PacketCable specifications knowledge is also a plus.
  • CCNA certified or greater.
Our client is a leading Automotive Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

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