Senior Network Resolution Specialist
7 days ago
Job Summary: We are seeking a highly skilled Senior ISP Escalation Specialist to join our team at CallTek. As a key member of our Network Operations team, you will be responsible for managing the resolution of internet service issues on behalf of our customers.
Main Responsibilities:- Incident Management: Identify and manage internet service disruptions through proactive monitoring tools and customer reports.
- Escalation and Communication: Act as the main point of contact for ISP-related incidents, initiating and managing escalations with relevant ISPs until service restoration.
- Case Tracking and Reporting: Maintain up-to-date case logs and track the status of all escalated issues to ensure timely resolutions.
- Relationship Building: Establish and maintain strong relationships with ISP representatives to facilitate effective communication and quicker response times.
Requirements:
- Experience: 2 Years+ of experience working in network operations, technical support, or a similar role, ideally within a Managed Services Provider (MSP) or ISP environment.
- Communication Skills: Must be an effective communicator with the ability to manage and implement change in a dynamic environment.
- Technical Knowledge: Familiarity with NOC monitoring tools, ticketing systems, and performance reporting tools is a plus.
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