Escalation Analyst

Job Description

Seeking a technical account manager/escalation analyst that can demonstrate the ability to multi-task and manage multiple tickets at one time. Ability to work with internal and external teams to keep the project on task. Experience with ServiceNow or other ITSM tools, Basic Network and Telecom provisioning experience a plus.

Qualifications

Ideal candidate will understand Service Now or similar tool (ITSM, Remedy, etc.)

Data Analysis: Interpretation of data points within the trouble ticket. One will not be troubleshooting the issue but supporting status engagement and ensuring ticket is routed to the best POC

Understanding concepts within routing and switching (ideal candidate will know meraki sysetms, but not a deal breaker- can have experience with cisco or juniper)

NOC or Provisioning and/or Telecom experience (working for an MSP or telecom company is nice to have)

Ability to build out reports on excel

Knowledge of how a network operates and exactly where to troubleshoot when certain errors arise

Job Description:

Our client has undergone the changing of a large portion of their stores to Cisco Meraki Solutions. A number of tickets have been created due to this change and some of the info within the tickets may not be completely accurate or have been closed out due to the complexity of the issue. We need help from a TAM (Technical Acct Mgr.)/ escalation analyst to review the data of the tickets and provide feedback/solutions on next steps or closure of the tickets