We've determined which skillsets are most beneficial for this role. These skills are listed first below as the Must Haves and Nice to Haves our hiring team highly prefers. Below that you'll find the standard job description for this opportunity.
Must Haves:

• High School Diploma or equivalent and a minimum of 6 years of prior relevant experience.

Nice to Haves:

• 2 years post-Secondary/Associate Degree with a minimum of 2 years of prior related experience.
• Customer service experience a plus.
• Networking experience with OSI Layers 1, 2, and 3.
• Networking technologies experience with SONET and/or Time Division Multiplexing (TDM).
• Familiarity with networking technologies such as RF, OSPF, BGP, MPLS, and HSRP.
• Employ test methods to analyze channelized/unchanneled T1, T3, utilizing DACs equipment, Ethernet, IP, Frame Relay, ATM, WAN, LAN, SONET, and TDM.
• Experience with Network Management tools such as Cisco Prime SNMPc, Orion, and NetFlow.
• Experience in UNIX and Remote Access solutions.
• Experience with call center phone systems and working with geographically dispersed teams.
• Interest in tracking metrics and seek operational improvements using Excel.
• Experience with Office Applications (Outlook, Excel), Remedy Incident Management System (or equivalent), or Dispatch experience.
• Certifications (or willingness to learn) such as Cisco Certified Network Associate (CCNA), Network , JNCIA, and ITIL v4

Job Description:
We are looking for an enthusiastic, goal oriented, and engaged team member to fill an exciting Customer Service Representative opportunity and become a key member of our fast paced and dynamic Network Operations Control Center (NOCC) supporting the safety of our national airspace. A technical background is not required, but the ideal candidate has a passion and disposition for continued learning and professional growth. This innovative position will offer candidates the opportunity to start as a Customer Service Representative (CSR) with the expectation for continued growth and progressing into roles of increasing responsibility and technical knowledge to potentially become a Network Operations Specialist (NOS).
Essential Functions:

• Provide technical support handling inbound and outbound calls, managing Outlook Email queues, and inputting data to an Incident Management Queue in a Call Center environment.
• Monitor alarm conditions, analyze, and troubleshoot networks to proactively identify and minimize disruption and impact to the FAA network.
• Use software tools and procedures, check availability, and assign field technicians to jobs.
• Maintain Field Technician incidents tickets (submit new incidents, keep existing incidents updated and accurate, help technicians resolve incidents).
• Able to follow standard procedures and prioritize tasks according to urgency and importance, in a team environment and adapt quickly to new procedures and changing situations.
• Ability and willingness to learn the OSI Model.
• Willing to participate in team training to learn IP and Time Division Multiplexing (TDM) technologies.
• The ideal candidate will have proven communication and customer service skills, strong attention to detail and be able to remain calm during urgent situations.
• Work in an onsite 24x7 network Call Center environment where shift and workday flexibility is required, along with on-call hours.
• Support short-term emergency evacuation to local backup facilities, if initiated.

Please see our website for more job openings: https://altimetersolutions.com/job-board/