Network Support Specialist

General Summary

The Network Support Specialist is a part of the Ritter Network Operations team responsible for providing overall operational support to Ritter’s Enterprise customers, to include provisioning enterprise services, move/add/change and disconnect orders. The role may also serve as a POC for Field Operations.

Essential Job Functions

• Provisions new service, disconnects service, suspends, and reconnects, facility changes, feature changes, CPE activation, and/or fulfilling other service delivery requests;
• Interdepartmental coordination of complex order assignment and fulfillment;
• Responsible for fulfilling orders requiring new assignment, facility changes and completions;
• Responsible for record keeping such as: maintaining cut sheets, updating facility records, and updating trouble records;
• Manages directory number portability requests;
• Troubleshoots and tests customer service delivery;
• Activates voice, video and data services across copper, fiber and Ethernet platforms;
• Troubleshoots virtualization services;
• Participates in a team environment, providing valuable input and suggestions;
• Interacts with Engineering, Field Operations, NOC, and end-customers;
• Performs all other related duties as assigned.

Knowledge, Skills, And Abilities

• Strong customer service focus;
• Foundational knowledge and understanding of routers and networks;
• Demonstrated understanding of LAN/WAN protocols and technologies including Ethernet, Wi-Fi, VLAN, TCP/IP, Routing, Switching, ACL, and SD WAN;
• Demonstrated understanding of the OSI model;
• Demonstrated understanding of VOIP;
• Knowledge of common networking tools and troubleshooting methodologies including Telnet, SSH, ping, traceroutes, and Wireshark;
• Skill in commonly used software such as Visio, Excel, Word, and Power Point;
• Ability to function and work well individually and in a team environment;
• Skill in oral and written communication;
• Skill in reading and interpreting technical documents and information;
• Skill in maintaining a high level of customer focus.

Education And Experience

• Relevant technical field experience or Bachelor’s Degree in Computer Science, Networking, or a similar field required.
• Cisco CCNA, Nokia NRS, CompTIA, or similar certifications preferred.