Overview
On Site
Full Time
Skills
Technical Support
Incident Management
Customer Support
ROOT
Recovery
Computer Hardware
Network
Network Administration
Management
Issue Resolution
Customer Engagement
Documentation
Root Cause Analysis
Exceed
SLA
Customer Satisfaction
Communication
DWDM
Intellectual Property
IP
Network Support
Ciena
Cisco
SAP BASIS
Law
IT Service Management
Innovation
Collaboration
Recruiting
Insurance
Finance
Professional Development
Training
Leadership
CompTIA
Customer Service
Career Counseling
Oracle Application Express
Apex
Job Details
Job#: 2080904
Job Description:
The role
Service Control Center technician position provides ongoing support, troubleshooting, and maintenance of DWDM (IP a plus) networks. This includes ensuring network performance and resolving technical issues while coordinating internal and external teams to maintain optimal network functionality and customer communication.
2. Objectives
Maintain a high-performing Managed Optical (DWDM) network operational performance.
Ensure timely resolution of technical issues and proactively response to network alerts and trouble ticketing.
Provide technical expertise in network configurations, troubleshooting, maintenance, and service restoration.
3. Scope of Services
Service Control Center (PSCC) delivers the following services:
3.1 Network Support and Maintenance
Respond to tickets generated by proactive alerts related to managed optical and IP network services.
Provide advanced technical support for configurations, troubleshooting, maintenance, and service restoration.
Manage and successful address issues tied to proactively generated ticket volumes within targeted time frames and quality standards.
3.2 Incident and Issue Management
Respond to optical and IP customers' service restoration needs with best-in-class technical customer support agent service levels
Isolate and address network outages, identify root causes, and restore services.
Resolve complex network issues involving power, configuration, network hardware and/or software performance issues and issues isolated to 3rd parties
Use software and hardware tools to diagnose network problems and propose solutions.
3.3 Collaboration and Communication
Work collaboratively with internal support teams to address issues related network configuration issues and/or records issues that need to be updated or corrected
Provide direct, timely communication updates to customers regarding issue resolution efforts, resolution statuses and service restoral conformation.
Maintain exceptional communication standards, both written and oral, to ensure clear customer interaction and customer confidence
4. Deliverables
Incident Resolution Reports: Detailed documentation to be provided within Customer Trouble tickets, including findings, resolution steps taken and root cause analysis on no less than an hourly basis.
5. Success Criteria
Meet or exceed performance goal metrics.
Ensure all customer trouble cases are resolved successfully and appropriately within SLA timeframes and quality standards.
Maintain customer satisfaction through exceptional communication and technical expertise.
6. Qualifications and Requirements
The technician assigned to this project will meet the following qualifications:
1-3 years of managed DWDM ( IP a plus) network support/troubleshooting experience, including working with Ciena, Infinera, and Cisco equipment.
Ability to work in a face-paced customer service environment.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Job Description:
The role
Service Control Center technician position provides ongoing support, troubleshooting, and maintenance of DWDM (IP a plus) networks. This includes ensuring network performance and resolving technical issues while coordinating internal and external teams to maintain optimal network functionality and customer communication.
2. Objectives
Maintain a high-performing Managed Optical (DWDM) network operational performance.
Ensure timely resolution of technical issues and proactively response to network alerts and trouble ticketing.
Provide technical expertise in network configurations, troubleshooting, maintenance, and service restoration.
3. Scope of Services
Service Control Center (PSCC) delivers the following services:
3.1 Network Support and Maintenance
Respond to tickets generated by proactive alerts related to managed optical and IP network services.
Provide advanced technical support for configurations, troubleshooting, maintenance, and service restoration.
Manage and successful address issues tied to proactively generated ticket volumes within targeted time frames and quality standards.
3.2 Incident and Issue Management
Respond to optical and IP customers' service restoration needs with best-in-class technical customer support agent service levels
Isolate and address network outages, identify root causes, and restore services.
Resolve complex network issues involving power, configuration, network hardware and/or software performance issues and issues isolated to 3rd parties
Use software and hardware tools to diagnose network problems and propose solutions.
3.3 Collaboration and Communication
Work collaboratively with internal support teams to address issues related network configuration issues and/or records issues that need to be updated or corrected
Provide direct, timely communication updates to customers regarding issue resolution efforts, resolution statuses and service restoral conformation.
Maintain exceptional communication standards, both written and oral, to ensure clear customer interaction and customer confidence
4. Deliverables
Incident Resolution Reports: Detailed documentation to be provided within Customer Trouble tickets, including findings, resolution steps taken and root cause analysis on no less than an hourly basis.
5. Success Criteria
Meet or exceed performance goal metrics.
Ensure all customer trouble cases are resolved successfully and appropriately within SLA timeframes and quality standards.
Maintain customer satisfaction through exceptional communication and technical expertise.
6. Qualifications and Requirements
The technician assigned to this project will meet the following qualifications:
1-3 years of managed DWDM ( IP a plus) network support/troubleshooting experience, including working with Ciena, Infinera, and Cisco equipment.
Ability to work in a face-paced customer service environment.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.