Provides 24 x 7 x 365 Support for customers.Performs proactive monitoring,configuration management and fault resolution of telecommunication services.Performs Customer Advocate duties by constant liaising between field engineers and clients to resolve network issues while maintaining a positive and professional manner at all times, during high stress situations.Direct interaction and escalating troubles internally (Technicians/Engineers) and externally troubleshoot and resolve customer’s issues.Provide assistance and timely escalations to other Operations Support Technicians as an information resource. Analyze network and systems events to determine root cause and suggest preventive measures against repeat occurrences Gathering systems event status and network performance statistics and writing reports as needed.Perform network and systems configuration changes using standard technical methods and procedures.