Advanced Technical Support Analyst

Performance and Capacity Services is a pay-for service which provides analysis of customer network behavior and makes recommendations for improvement and growth. The PCS Analysts reviews network performance data to conduct root cause analysis, investigate potential service impacts, and documents via Out of Specification reports.

Roles and Responsibilities:
Analysis of network performance data, technical investigation of root cause for exceptions, interpretation of trends, preparation of reports and presentation to customer of analysis and recommendations.

Key Competencies and Skills:

• Fluent English language communication skills are required including proficient writing ability.
• PC literate with experience of a range of software packages.
• Advanced knowledge of communication technologies and networking technologies e.g.
• TCP / IP, Routing protocols, LAN, WAN technologies and specifications (FR, ATM, PPP, HDLC, VoIP, MPLS)
• Experience with Network Performance Tools based on SNMP, Netflow

Personal Skills:

• Ability to work to tight deadlines while maintaining output quality
• The ability to interact on the phone with customers and peers abroad.
• Prior experience interfacing directly or over a phone with native English speakers is desired.
• Flexible, Self-motivated, Analytical mind, Proactive problem solver, Stress resistant, Team player, Open to learn.

Additional Information: Qualifications :
Mostly working on flexible hours. Working according to U.S. business hours may be required occasionally. Good spoken and written English.