Technical Support Tech I

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking a Technical Support Tech I to provide timely and responsive monitoring for the stability of a multi-state, interconnected wide area network.  Identifies and responds to failures of network connectivity and other customer-related events and directly manages the resolution of these event by providing detailed documentation throughout the progress of resolution.  Responsible for engaging vendors, dispatching resources, and escalating to internal teams when needed.   
                   

Responsibilities: 

• Proactively monitors the performance of ENA-deployed devices, which includes ticketing events when identified.  Equipment being monitored includes Cisco routers, Brocade switches, AeroHive/Juniper Mist access points and switches, and Data Center components.  Other equipment and services may be monitored as well.    

• Informs impacted customers by phone or e-mail of events and provides frequent status updates until events are resolved.  

• Acts as the initial point of triage and escalates events accordingly. 

• Identifies and correlates alerts that are related to single points of impact that may result in a large-scale service interruption impacting multiple customers.  Communicates internally to alert all parties and obtains all resources needed to help process and restore the impact timely.   

• Manages underlying carriers to report failures and drive resolutions by obtaining frequent status updates and escalations that provide timely resolutions with a sense of urgency.  

• Identifies trends related to chronic disruptions and collaborates with internal resources to identify permanent fixes to reduce future impacts. This may include opening chronic tickets with carriers when necessary. 

• Receives and processes vendor maintenance and internal change requests according to ENA’s change management process. This includes: 

• Track internal and external change requests.  

• Send customer notification for scheduled and approved maintenances. 

• Communicate the status of maintenance activity to internal stakeholders. 

• Manages and correctly processes all inbound emails from vendors,