CSC Tier 1 Engineer
About the Role
The role of the CSC Tier 1 Engineer is to provide 24x7x365 support of B2B customers by monitoring and
serving as the first point of contact for any problem escalations. The CSC Tier 1 Engineer works cross
functionally with internal and external resources to resolve customer or network related issues. They
proactively monitor customer premise equipment and troubleshoot any issues on customer premise and
access networks.
Requirements
Formal Education & Certification
Bachelor’s degree in Engineering/ Computer Science or equivalent work experience in lieu of formal education
CCNA desirable
Net+/A+ essential
Familiarity with the principles of ITIL
Knowledge & Experience
1+ Years of technical experience working in a networking, Customer Service and NOC environments.
1+ Years of experience with Cisco or Juniper devices.
1+ Years of experience with troubleshooting IP switching and routing and managed services.
Skills/Competencies
Comprehensive understanding of troubleshooting hardware/software/network issues with an emphasis in TCP/IP infrastructures.
Must be able to understand networking routing and switching.
Punctual, regular and consistence attendance. Must be able to work nights and weekends, Variable schedule(s) as necessary
Ability to function in a fast paced environment.
Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
Strong analytical skills and able to collate and interpret data from various sources.
Key Accountabilities:
• Troubleshoot switching, digital, optical and associated telecommunications equipment from
Customer Premise Equipment (CPE), to Core Access Network equipment
• Troubleshoot CE performance and provide performance statistics and reports
• Identifies, troubleshoots and resolve network related and connectivity problems encountered by
C&W B2B customers
• Uses established tracking systems to log requests; monitors progress, track problem resolution,
identifies patterns of failure, recommend or implements solutions and communicate with Senior
group members regarding unresolved
• Perform basic fault analysis, isolation and remediation in switching, routing, optical and other
technologies
• Maintain accurate records in a variety of tracking resources. For example by the use of CWC’s
ticketing system
• Open trouble tickets for various customers, answering incoming telephone calls, responding to
network alarms/event and customer emails regarding network connectivity problems or queries
with a predetermined time frame
• Maintain a high closure rate while maintaining quality
• Develop extensive knowledge of CWC's Business Solutions
• Effectively manage ticket queues to ensure high customer satisfaction
• Escalate network problems both internally and externally to the appropriate level of support in
compliance with set SLA’s
• Provide technical assistance and maintain contact with customers during service impacting
network events
• Participate in network maintenance to confirm service is restored after completion of
maintenance
• Troubleshooting experience within OSI Layers 1-5
• Respond to outages in accordance with business continuity
• Log all calls in the ticketing application by classifying and assigning personnel changed with
restoring service
• Performs miscellaneous job-related duties as assigned by the Supervisor, Manager, Director or
Vice President
Contact Us
Get in Touch
Contact us and we'll get back to you within 24 hours.
Employment: +1(868)-750-1285
Quotations: +1(868)-792-1681
1 West Wing, Gaston Court
Chaguanas Trinidad, W.I