Job Description:
The client is seeking a person with technical experience in Cisco switches/routers, who will be required to operate the Network Service’s Teir 2 trouble resolution and to manage our inventory operations.
- This person will be analytical, highly organized and have a strong attention to detail.
- Providing support to customers most commonly through inbound phone inquiries and automated network monitoring alerts.
- Provides quality and efficient customer support via phone or remote assistance to assist in ensuring one-call issue resolution.
- Maintain productivity and quality standards, act as liaison between the customer and other departments and systems.
- Conducts basic troubleshooting of network transport related issues, assisting with triaging of network related troubles in order to assign to appropriate escalation paths.
- Conducts MACD within office records and monitoring software.
- Provides support to the field technicians, developing and coordinating user training programs and documenting all processes and procedures.
- They will have knowledge of inventory management principles and familiarity with inventory systems (preferably Fishbowl).
- Inventory stock levels will need to be maintained based on the needs of our field tech/engineers.
- The Inventory Management Specialist will ensure efficient and accurate inventory operations, keeping a close eye on the flow of stock in and out of the inventory rooms or storage locations.
Responsibilities Include:
- Read and comprehend technical service manuals and publications.
- Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
- Take active role in suggesting peripheral equipment.
- Detect and correct equipment errors.
- Prioritize and schedule own workload.
- Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
- Communicate accurate and useful status updates.
- Manage and report time spent on all work activities.
- Respond to requests for technical assistance in person, via phone, electronically.
- Diagnose and resolve technical hardware and software issues.
- Research questions using available information resources.
- Advise user on appropriate action.
- Follow standard help desk procedures.
- Log all help desk interactions in work ticket tracking system.
- Administer help desk software.
- Redirect problems to appropriate resource.
- Identify and escalate situations requiring urgent attention.
- Track and route problems and requests and document resolutions.
- Stay current with system information, changes and updates.
- Follow quality standards.
- Participate in team projects that enhance the quality or efficiency of service
- Ability to work in a team environment.
- Complete assigned tasks.
- Strong communication skills; both written and spoken.
- Knowledge of system relationships and telecommunications.
- Application of technical skill to a variety of equipment types.
- Anticipate and resolve issues specific to the team.
- Build knowledge base by managing the formulation of new documentation that describes technical fixes.
- Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction.
- Take a leadership role in tracking and managing technical issues under help desk scope.
- Determine time estimates and schedule for own work and resolve issues in a timely manner.
- Identify and track issues, risks and action items.
- Oversee and manage inventory based on Network Service’s needs.
- Perform regular inventory audits to ensure accuracy and integrity of the inventory by managing daily physical cycle counts and reconcile variances/discrepancies.
- Maintain clear and accurate inventory reports for internal and external stakeholders.
- Forecast inventory needs to manage procurement and storage space effectively.
- Retrieve inventory at loading dock and match against shipping document(s).
- Manage and coordinate logistics for timely and accurate delivery of stock.
- Retrieve equipment for network technicians and engineers for work related sites.
- Train and guide staff on effective inventory practices and procedures in inventory systems.
- Use inventory management software and systems and other sources to track and monitor inventory.
- With management guidance, develop and implement inventory control procedures and best practices.
- Track and report key functional metrics related to inventory management.
- Perform critical inventory tasks to ensure the correct number of items are always in stock for maximum and minimum levels.
- Maintain updated and accurate records of inventory, including equipment leaving and coming into stock.
- Communicate with the management team regarding stock and order needs.
- Plan and implement inventory control techniques to avoid shortages and excesses.
- Manage and update inventory management system(s) and databases or spreadsheets.
- Able to multitask and/or change tasks frequently.
- Track vendor quotes, orders and packing slips to ensure accuracy and approval for payment
- Proven experience as an inventory management specialist or similar position.
- Excellent understanding of inventory management procedures.
- Experience in data entry and analysis.
- Strong understanding of forecasting and inventory management software.
- Physical stamina and manual dexterity to lift and carry heavy items.
- Excellent organizational and planning skills.
- Detail-oriented with strong analytical skills showcasing superb accuracy.
- Proficient in math.
- Has knowledge of Microsoft suite of applications including Word, Excel, PowerPoint, Outlook, etc. at a moderate level.
- Will have strong organization, data management and data entry skills.
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