Overview An exciting opportunity is available for a highly motivated candidate to join our Network Operations Center. We are looking for a hard charging level one technician that is as eager to learn as they are to contribute. As an integral member of the Payments Tier 1 support team you will provide triage, first line support and effective incident management for all TNS customers on a global basis, being responsible for the monitoring and support of TNS network access connectivity using access circuit technologies such as DSL, Wireless and Ethernet. Working closely with your peers and teams in the US, the UK and across Asia you will provide a single point of contact for support and assistance to meet the expectations of our customers and meeting their defined SLAs on a 24x7x365 basis. Primary Duties and Responsibilities: Maintain a "Customer Focus"A' attitude to ensure customer satisfaction Proactive monitoring of our extensive, global network Speedy restoration of end-point services Take ownership of issues, promptly responding to alarms, alerts and customer raised issues Documenting all issues utilizing the Remedy Ticketing System Provide outstanding, clear, consistent and regular communications, with internal and external customers Engage and management of 3rd party telco operators to ensure speedy, accurate troubleshooting and resolution Engage in additional tasks such as assisting with change control, and supporting other network maintenance activities Respond to inquiries from Field Technicians, Tier 1 agents, and clients Work with resources to resolve any issues Tier 1 or business to business clients may encounter Identify and escalate any issues with products or services that impact customer acceptance, satisfaction or retention Maintain familiarity with all products and services offered and clients supported Demonstrate an understanding of effective troubleshooting skills and the ability to use them Meet assigned goals for calls answered, call length, call quality, resolution time, service level agreements, and utilization Review processes and recommend changes to improve the overall effectiveness/efficiencies. Maintain departmental knowledge resources Assist with upkeep on training materials and process information for both the Helpdesk and the NOC Motivate others and lead by example in a team environment Coach, share information, and provide feedback on a consistent basis Help team members develop an understanding of competitor products, describe key differentiators, and keep apprised of market trends Time management and multitasking abilities Reliable and responsible team player Required Qualifications: 3+ years providing excellent customer service in a technical support environment Experience and or knowledge with DSL, Wireless and Ethernet circuit technologies Understanding of GPRS, LTE and VPN technologies Experience of a process driven support approach Flexibility to work any of the three shifts (position will rotate shifts, Day, Mid, Nights) Ability to handle multiple tasks and faults in a fast-paced customer oriented environment Solid foundation in WAN troubleshooting and network components Ability to learn and apply learning in IT and must be IT literate Desired Qualifications: Exposure to an ITIL v3 environment Experience and or knowledge with SolarWinds, Remedy and Splunk Familiarity with SIM based access products Cisco ICND or CCNA certification Troubleshooting data networks and end user devices Customer service work environment Logical troubleshooting skills Propensity to learn new skills and adapt quickly to new challenges Understanding of network standards, such as TCP/IP Strong knowledge of routers, switches, hubs, wireless, fiber optics and other technical components used in networks Proven ability to troubleshoot connectivity issues on a data network Time management and multitasking abilities Education and Certifications: Associates or Bachelor's degree preferred and or equivalent work experience in customer service data network environment. If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about! TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.