Customer Service Technician II

Customer Service Technician II The Customer Service Technician II will be responsible for providing tier II level support for Next-Gen EG9-1-1 customers. Responsibilities:• Perform advanced troubleshooting for complex technical support issues to assist customers in the resolution of support issues with equipment and software.• Provide a high level of expertise on issues related to VoIP, SIP, Network, IP based call delivery issues, and ALI and PSAP data delivery.• Perform advanced troubleshooting of system faults, application errors and system fault isolation.• Manage escalation of issues appropriately to stakeholders (i.e., specialty groups such as Wireless and VoIP Engineers, DBA''s, LEC Services, and Development teams.).• Resolves escalated ticket request and communicates resolution to both internal and external customers Act as resource for NOC personnel (documentation, knowledge sharing through training).• Actively participate in customer calls to assist with troubleshooting and providing action plan.• Develop and administer processes as related to incident resolutions and disaster recovery management.• Perform advanced provisioning and fault resolution.• Manage Maintenance and Outage notification processing. Qualifications: 5 Years + Network Operating Center or Customer Service experienceWillingness to work on rotating shift days, evenings and possibly weekends.Strong knowledge and experience of IP NetworkingVoIP and Telephony experience is an assetKnowledge of standard equipment use in Central Office and remote sites is an assetNetworking basics experience in domains, active directory, DHCP, DNS is requiredFamiliarity with networks, switches, routers, ASA, (SNMP, Syslog Research, troubleshooting)Experience with structured cabling, cable termination and circuit testing (i.e. POTS, T1, PR1, CAMA) is highly desiredHands on experience with LAN''s, WAN''s, and CISCO switches, as well as knowledge of Wire Shark, traces, remote access, etc. is highly desiredExcellent company benefits including medical, dental, vision and 401kVeriCour provides equal employment opportunities to all employees and applicants for employment without regard to age, ancestry, sex (including gender identity), sexual orientation, disability (physical or mental), race, color, national origin, creed, religion, veteran status, military service, genetic information, immigration status, marital status, or pregnancy-related conditions. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. - provided by Dice

Created: 2025-09-06