About this role
Role Overview
- Serve as the primary point of contact for CORE-related service requests and incident investigations
- Engage service providers and internal teams to troubleshoot and resolve customer-impacting issues
- Assess and communicate operational impact to customers during incidents
- Create, update, and manage service request and incident tickets
- Coordinate and participate in service activation calls with customers and carriers
- Follow established escalation and notification procedures using sound judgment
- Provide timely, accurate customer-facing updates throughout incident resolution
- Document incidents clearly, including actions taken, timelines, and outcomes
- Contribute feedback to improve CORE support tools, processes, and procedures
Requirements
- 2 or more years of experience in telecommunications, IT support, or a related technical role, or equivalent education and training
- Foundational understanding of network concepts, topologies, and the OSI model
- Experience troubleshooting network connectivity and following critical-path resolution steps
- Familiarity with data center infrastructure and cabling standards
- Experience using ticketing systems and monitoring tools
- Comfort using terminal access tools such as SSH, PuTTY, or similar
- Working knowledge of Microsoft Office applications
- Network+, CCENT, A+, or Security+ certifications are preferred, not required.
Benefits
- Medical plan options of comprehensive coverage for you and your family that can be tailored to fit your personal needs
- Flexibility & Remote Opportunities