What are the responsibilities and job description for the Application Support Analyst position at ADEX?

DESCRIPTION :

This is a position for Network Support in the IOC FO organization. Job duties include, but are not limited to the following :

Perform Network Operational Support activities per Ericsson guidelines
Perform product and service monitoring of Core & RAN components for an operational network
Provide 24x7 support in a control center environment
Raise, assign, and manage network trouble tickets if needed
Isolate problems and engage fix agents for resolution
Manage e-mail notifications for network events
Answer phone calls and route appropriately for network events
Monitor customer care tickets and call volumes
Manage the event status board and network event board
Work under supervisory guidance to ensure network availability
Perform other tasks and assignments as required with mentoring assistance

SCOPE and ACCOUNTABILITIES :

Requires broad knowledge of company, products, processes and / or services

Performs tasks in a range of processes or procedures within defined procedures and guidelines. Tracks performance.

Solving problems using standard correction procedures. May refer complex inquiries to more senior staff.

Train and guide colleagues, customers and / or suppliers.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS :

Minimum of 1-3 years of telecommunications network experience

Familiar with call center and operational center requirements and expectations

Good understanding of telecommunications network topology and elements

Familiar with ITIL processes and procedures a plus

Organization and multi-tasking skills are a must

Strong communication skills with an ability to communicate effectively (written and verbal)

Must be able to work varied shifts to include nights and weekends

Must be able to work at office - work from home options are limited

Working level knowledge of Microsoft Office suite of applications.

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