Responsible for working escalated managed service customer trouble tickets, troubleshooting operations issues and providing technical solutions to operational problems. This is a customer facing position that requires a unique skillset of being highly technical, while delivering a great customer experience. Acts in compliance with industry and Company technical requirements, standards, policies and procedures. Works with moderate guidance in own area of knowledge. Job Description. Core Responsibilities. Manage escalated tickets from Tier 1/2 and install groups. Act as an escalation point for managed services customers. Interface with off-net carriers to drive escalated issues. Perform adjustments to customer networks as needed or upon request. Ensure that customer configurations across multiple platforms are kept up to date. Maintain and create technical documentation of processes and procedures used throughout normal operations. Acts as a knowledge resource to the Tier 1/2 and install teams. Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. Other duties and responsibilities as assigned. Employees at all levels are expected to:Understand our Operating Principles; make them the guidelines for how you do your job. Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services. Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences. Win as a team - make big things happen by working together and being open to new ideas. Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers. Drive results and growth. Support a culture of inclusion in how you work and lead. Do what's right for each other, our customers, investors and our communities.