Network Support Specislit I - CCIE , NMS

Network Support Specislit I - CCIE , NMS

Title: Network Support Specislit I - CCIE , NMS
Location: Oman-Muscat

Position name: Network Support Specialist - CCIE, NMS
Planning organization (optional): Worldwide Customer Services
Planning sub-organization (optional): Customer Care Center (NSSC)
Headcount function: Customer Services
Headcount sub-function: Service Delivery
Title reports to: Assigned Operations Manager or Team Leader

POSITION SUMMARY:

The Network Support Specialist provides the first level of Fault Monitoring and Management within the center. Their responsibilities include responding to alarms and coordinating activities for problem resolution, notifying customers of events and ongoing status, and escalating issues to third parties and higher technical and managerial support.

The primary function of the NSS is to monitor for and respond to error conditions and threshold events in the customers' networks and systems.
Education and Experience Requirements
. Basic PC literacy
. Keyboard proficiency
. Understanding of Windows-based applications/tools
. Excellent communication skills, verbal and written as well as listening skills
. Knowledge of TCP/IP
. Understanding of routers and routing, LAN devices, Multiplexors
. Knowledge of network and management protocols
. Experience with network management platforms (ex. HP Node Mgr.) a plus
. General knowledge of Frame Relay technology, data communications
. General knowledge of remote support technologies and strategies
. Trade or vocational school, job experience, military

Key Areas of Responsibility

The main duties of the Network Support Specialist include the following:
. Monitoring customers networks and systems for indications of trouble
. Reacting to all electronic alerts and customer reports of trouble
. Generating or verifying the generation of a GEMS incident for all problems detected or reported
. Performing initial diagnosis and trouble isolation
. Proactively notifying customers of all problems within SLA guidelines
. Remotely resolving incidents within their capability (goal is 75% of all incidents)
. Identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time.
. Initiate dispatch of NCR CE's or third party maintenance providers when required
. Work with telco's to request testing and circuit restoration, escalate when indicated
. Working with other Support Specialists in order to coordinate and quickly resolve customer issues
. Providing a central point of communication for CE's and third parties, including telco providers.
. Providing regular updates to customers as efforts for resolution progress
. Documenting all actions taken to resolve incidents in GEMS
. Ensuring the correct and timely closure and completion of all incidents in GEMS
. Provide parts management/coordination (working with Logistics for SLA'S) when required



SCOPE:

Proactively monitors and manages customers' networks and systems and ensures the prompt delivery of service to meet our contractual terms and conditions within SLA guidelines.

Work Environment

. The work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 7 X 24 operations
. The position involves prolonged periods of PC and telephone usage.
. The Network Support Specialist is accountable for continuously receiving and handling high volumes of incidents
. The Network Support Specialist works in a team environment and interacts with multiple internal and external customers.

. Reports to the Operations Management
Competencies
Attributes
NCR Values
Respect for Others - We base our working relationships upon trust and respect. To be successful, we team globally across boundaries, valuing individual differences. We communicate openly and candidly with each other and extend our team spirit to partners, customers, and the communities, in which we live and work.
Customer Dedication - We are dedicated to serving customers by leading our industry in understanding and anticipating customer needs. We create long-term customer relationships by consistently delivering quality, innovation and value that meet or exceed expectations.
Highest Standards of Integrity - We are honest and ethical in all our business dealings. We keep our commitments and admit our mistakes. We know our company's reputation is built upon our conduct. We make the NCR name worthy of trust.
Commitment to Excellence - We are committed to uncompromising excellence. We set ever-higher quality standards and work together to continuously improve. We embrace creativity, encourage a growth-oriented culture, and apply innovation in our processes, ideas, products and services--to achieve best-in-class performance.
Accountability for Success - We take personal ownership for the success of our company. We are accountable for the resources entrusted to us. We perceive profit as the means to fuel new solutions for our customers, create opportunities for each other, and reward the financial trust of our shareowners, while applying all of our Shared Values.



Progression Guidelines

Position Title Job Class Number NCR Band Description
Network Support Specialist I 631305
A2 Entry level role. Must gain proficiency in processes and technologies relevant to work area to be considered for advancement. Responsible for monitoring and reacting to events for all customers. Must have user-level ability with respect to computing environments (Windows etc.); keyboard proficiency; and demonstrate strong verbal and written communication skills. Technical understanding of networks and networking devices and management desired. Must learn to use management platforms and incident tracking tool to perform job. May need support of team leader and other NSS for first few months.

Network Support Specialist II

631305 A3 Description from Service Coordinator I plus: Increased awareness of specific customer networking environments and required support. Higher level of technical knowledge of networking environments and devices. First level of networking certification attained (CCNA). Full user-level knowledge of management platforms and diagnostic tool set. Able to quickly determine next steps in problem resolution process, including customer notification, updating, relationship managing, and escalation internally and externally.

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