Network Tech Support

We are seeking an enthusiastic and motivated professional to join our service delivery team in a hybrid role that blends project coordination, technical telecom/network operations, and order management. This position supports the full lifecycle of service delivery-from order intake to billing-ensuring high levels of customer satisfaction, operational efficiency, and continuous improvement. It is ideal for candidates looking to grow in IT, networking, and customer service domains.

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Key Responsibilities:

Customer & Project Coordination

• Serve as the single point of contact for assigned customer accounts.
• Coordinate with Sales, Service Delivery, Product, and Technical teams to implement solutions.
• Manage critical dates, handle escalations, and ensure timely delivery of services.
• Participate in weekly/monthly review calls with clients and leadership to track progress and address challenges.
• Maintain strong communication with internal teams and customers to improve processes and enhance satisfaction.

Order Management & Documentation

• Validate and process orders through multiple channels, ensuring accurate entry into systems.
• Execute customer quotes and manage orders for local exchange carriers.
• Handle escalations for special and expedited order requests.
• Maintain close working relationships with Sales/Customer Care Managers to ensure timely and accurate order entry.
• Document all issues, troubleshooting steps, and resolutions in the ticketing system.
• Support billing processes and maintain technical documentation.

Technical & Operational Support

• Read and interpret maps, building plans, and utility demarcation points.
• Support network planning, builds, and disconnect projects with technical accuracy.
• Troubleshoot Layer 1 and Layer 2 technologies (Ethernet, SONET, STM, E1/T1).
• Perform Root Cause Analysis (RCA) for missed metrics and drive improvement plans.
• Contribute to operational automation initiatives to optimize delivery cycles.

Continuous Learning & Process Improvement

• Stay updated on new products, systems/tools, and process changes.
• Apply critical thinking to evaluate order packages and improve workflows.
• Continuously enhance job skills through training and professional development.

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Qualifications:

Required:

• Must be a U.S. citizen.
• Associate's degree, high school diploma, or bachelor's degree in IT, Computer Science, Networking, or a related field.
• 0-1 years of experience in telecom/network operations or customer service.
• Strong customer service, problem-solving, and analytical skills.
• Effective verbal, written, and interpersonal communication skills.
• Proficiency in Windows-based applications (Word, Excel, etc.).
• Strong organizational skills and attention to detail.
• Ability to manage multiple projects in a fast-paced environment.

Preferred:

• 0-1 years of experience in telecommunications or IT.
• Understanding of technical products and services.
• Basic project management skills or certification.
• Experience working in a global delivery model.
• Knowledge of order processing and provisioning workflows.

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The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.

Pay: $40,000 ($19.23/hour)

Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off

Client-provided location(s): Raleigh, NC

Job ID: Infosys-140421BR

Employment Type: OTHER

Posted: 2025-10-16T18:39:55