Service Delivery Manager

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career. 

MetTel is looking for an Advanced Service Delivery Coordinator - Tier 2 to join our growing team!

ROLE AND RESPONSIBILITIES:

• Must be an assertive individual with a great deal of flexibility and the ability to adapt to frequently changing work volumes.
• Ability to work cross - functionally with multiple teams in the organization
• Ability to ask support technicians targeted questions to quickly understand the root of the problem.
• Work with field technicians through a series of actions, either via phone, email, or chat, to identify and resolve any issues to deliver a successful activation. 
• Ability to effectively plan, organize, and schedule activity to ensure key tasks are delivered on time and manage multiple tasks at any one time.
• Ability to adjust quickly to changing priorities and conditions and cope effectively with complexity and change
• Knowledge of  Velocloud SD-WAN Design, Implementation, and support.
• Familiar with Wireless technologies and fixed wireless devices. (Data Remote, Cradlepoint, Digi etc.)
• Strong understanding of traditional telephony and wiring infrastructure. Dmarc, riser cables and station cabling.
• Ability to diagnose and troubleshoot basic technical issues
• Basic understanding of IP and wireless LAN networks, IP network and remote desktop access,.
• Lead customer installations and provide technical direction and guidance to field technicians.
• Ensure all customer installations and Turn Up are clearly documented and uploaded to the company reporting portal.

DESIRED QUALIFICATIONS:

• BS degree majoring in a technical discipline (Network Engineering, Computer Science, Computer Engineering, etc.)
• 3+ years’ experience in Telephony, with “hands-on” involvement in deploying and integrations
• Experience managing service management processes, policies, procedures, and guidelines
• 3+ years of hands-on experience maintaining and troubleshooting voice & data networks.
• 3+ years hands-on experience SDWAN VeloCloud, DataRemote, Adtran.
• 3+ years of experience working with carries in the following areas, Circuit assurance, circuit turn up and trouble shooting
• Clearance Required: Must participate in and active security clearance to be considered for this role.

*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is up to $85,000 annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.

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MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. 

To learn more about our company visit us at www.mettel.net