Network support technician job description

Your interest in SYKES has come at an exciting time in our history. We're excited to announce that SYKES is now a part of Sitel Group®️, one of the largest global providers of customer experience (CX) products and solutions. As you move forward with your job application, you may see some communications come from Sitel Group as well as SYKES.
What we're looking for...


You're tech-savvy and well-versed in all things telecommunications. No stranger to a fast-paced environment, you manage multiple assignments, and complete priorities while staying focused on important deadlines. As a strong communicator, you can quickly build relationships with a diverse range of people and explain complex technical issues in a way that everyone can understand.


Required qualifications, skills and experience



Apply with us if you have:



A high school diploma or GED Experience with TCP/IP, LAN/WAN and IP routing protocols. Knowledge of IP addressing, subnetting, network segmentation (VLAN), MPLS, and virtual routing instances. Knowledge of Ethernet transport networks (LAN & WAN) with Ethernet over SONET, Metro E and dark fiber. Experience with high-speed wireless technologies; 1xRTT, EV-DO, EV-DO rev A and LTE. Experience with Cisco and Juniper infrastructure and operating systems. Experience using various network monitoring or performance tools such as RTT, Fluke, NetScout, Wireshark and Prospect. Ability to adapt to ever-changing infrastructure. Willingness to work on-site



About SYKES


SYKES is now a part of Sitel Group®! As a leading global provider of customer experience (CX) products and solutions, Sitel Group® empowers brands to build strong customer relationships by creating meaningful connections that boost brand value. Our digital or voice-based solutions deliver a competitive edge across all customer touchpoints. With 160,000+ global employees- working from home or from one of our CX hubs - we securely connect best-loved brands with their customers over 8 million times a day in 50+ languages. For over 40 years, our award-winning culture has been dedicated to improving the employee experience.

Learn more at www.sitel.com and connect with us on Facebook, LinkedIn and Twitter.

At this time, Sitel Group does not offer employment to individuals located in the following states: Alaska, California, Connecticut, Delaware, Hawaii, Illinois, Louisiana, Maine, Maryland, Massachusetts, Montana, New Hampshire, New York, Ohio, Puerto Rico, Rhode Island, Vermont, Washington, and Washington DC.


EEO statement


COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

Network technician’s primary duties are installation, operation, administration, and maintenance of Digital and VoIP Telephone Switches, Transport Systems (both network and CPE), DLC’s, PBX’s, Ethernet Switches, Cell Sites, Central Office power systems, and the network management platforms used to monitor their performance and availability.
Customer and Network Support Technician (CNST)

Responsible for monitoring the network, and are critical to resolving customer service trouble issues and verifying with customers that their
issues are resolved.

Receive phone calls and accept trouble tickets/reports from our Tier I trouble resolution team, managed and strategic customers, Wireless roaming partners, Tier III workgroups, and other sources.

Responsible for the customer’s trouble and manages communication with the customer from the time the report/ticket is received until the issue is
resolved.

Use a variety of systems and tools to isolate the customer’s trouble and either resolve or escalate the issue to the appropriate Tier III resource for
resolution. In addition to Tier II customer support responsibilities, the CNST will operate the Alaskan Network Operation Center.

Receive and resolve all Tier II support escalations for ACS products and services. Examples of products and services include but are not limited to ACS offerings in Wireline, Wireless, Enterprise, Internet and Long Distance suites.

Minimum Education and Experience Required

You must have a high school diploma and must possess and maintain a driver’s license. Network Technicians are normally required to have and
maintain vendor-specific training and/or certifications.

Network Technicians are required to have four (4) years of training in a relevant telephone apprentice program or equivalent experience leading to
journeyman level performance in this specialty, with two (2) years experience in the skills and work this position will typically perform.

This position may travel by Air, Land, and Sea by commercial and non-commercial means to deliver service to Alaska Communications Customers
located in remote areas of Alaska.

Certifications and Licenses Required

External applicants must successfully pass a pre-employment suitability assessment and either a DOT or non-DOT drug test, depending on the position.

Network Technicians outside of Anchorage may be required to perform the duties of a Field Technician, which may require a Medical Certification or a CDL.

Job DescriptionSalary:

Atlantic Digital is a Veteran owned company that provides expertise and advanced technology solutions to Government clients in support of critical defense, intelligence and national security missions. We have been in business since 2009 and have experienced 50% growth in the last 2 years. We are looking for skilled IT candidates that are mission focused, possess a DoD Security clearance and ready to take their career to the next level.

Clearance Requirements:

• DoD Secret Clearance

ADI Benefits package:

• Medical – two options – a high deductible plan and a traditional PPO plan
• Dental and Vision
• COMPANY PAID life insurance
• COMPANY PAID Short term and Long term disability
• 401(k) plan with a 5% company match and no vesting schedule
• Generous Paid Time Off and 11 Federal holidays
• $4,000 annually for continuing education/professional development

The Network Support Technician monitors and responds to technical control facility hardware and software problems utilizing hardware and software testing tools and techniques. The selected candidate may interface with contractor support service groups to ensure proper escalation during outages or period of degraded system performance. The Network Support Technician will also assist with installation of terminals and associated hardware and provide network server support. This role requires strong knowledge of PC/Network communications hardware/software, in a multi-protocol environment, and network management software.

Mission Duties include:

• Assist with installation of terminals and associated hardware
• Provide network server support
• Requires strong knowledge of PC/Network communications hardware/software, in a multi-protocol environment, and network management software
• Install, operate, maintain, monitor, manage, and troubleshoot USTRANSCOM’s classified and unclassified networks (e.g., routers, switches, cabling, etc)
• Support all networking backbone (physical, data, network, transport, and session layers of the OSI model) issues between internal Scott AFB networks, including USTRANSCOM, Air Force, SDDC, and external networks as required
• Establish and implement network policies, procedures and standards and ensures their conformance with information systems and company’s objectives

Requirements:

• DoD IAT Level II certification (Ex: Sec+)
• 5+ years' experience
• CCNA Certification PREFERRED

It is the policy of Atlantic Digital to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Atlantic Digital will provide reasonable accommodations for qualified individuals with disability.