Job description

6-month contract to hire opportunity!

At a glance:

• Are you knowledgeable in troubleshooting voice, data, and managed services while maintaining a client-centric focus?
• Can you commit to a technical support position connecting with clients while successfully diagnosing specific networking and technical problems?
• Do you desire a competitive compensation package with lucrative benefits and a focus on professional development?

Highlights:

As a knowledgeable and confident Enterprise Technical Support I, you focus on enhancing and simplifying the client experience. With a positive and patient attitude, you provide frontline assistance from our 24/7 operations center to business clients who subscribe to our voice, video, data, and managed services. You excel at connecting with clients, troubleshooting potential technical issues, and proactively addressing situations by providing step-by-step directions towards a resolution. You accelerate the resolution process by collaborating with other departments, such as Network Operation Centers (NOCs), Network Engineering, or Field and Client Account teams. You report directly to the Manager of Enterprise Technical Support for goals, guidance, and assistance.

What you will do:

• Embody quality service by providing a reassuring voice during the resolution of a client's networking or technical difficulties.
• Troubleshoot network service issues via phone, trouble ticket, email, and client portals by providing expertise on intricate issues, including wide area (WAN), local area network (LAN), fiber, and Voice technologies.
• Ensure timely resolutions by maintaining an accurate database and documenting complex technical issues concisely for repair teams.
• Coordinate resolution efforts with additional departments while monitoring and apprising clients.
• Improve department processes and technologies through the investigation and identification of the root cause of technical problems.
• Support efforts to enhance the client experience through process reviews, analysis, and recommendations to leadership.
• Perform additional duties related to the position as assigned.

Required keys for success:

• One plus year of technical support experience in a Technical Assistance Center (TAC), NOC, or operations center environment.
• One plus year of network troubleshooting in an operations center.
• Two or more years of experience working with either fiber-based networking or managed services, such as Fiber Internet Access, High-Speed Data, Ethernet, Managed Network Services, Managed Security Services, Managed WiFi Services, Enterprise Trunking, Hosted Voice, or Enterprise TV Services.
• Experience with network protocols, radio frequency (RF), routers, layer-2 switches, a virtual private network (VPN), course wavelength division multiplexing (CWDM), hybrid-fiber coax (HFC) plant and delivery system, routing protocols and policies, Wi-Fi and voice over internet protocol (VoIP) platforms.
• Skilled in troubleshooting technical issues, failed equipment, and facility issues and escalating as appropriate to provide quality service.
• In-depth knowledge of enterprise hardware and software technical environments.
• Know the pros and cons of coaxial cable and fiber optics.
• Learn quickly within a team environment.
• Ability to thrive under pressure while making decisions independently, resolving issues and demonstrating a sense of urgency.
• Proficient with Microsoft Word, Excel, PowerPoint and Outlook.
• Effective written and spoken English communication skills with all levels of an organization.

Your education:

• Bachelor's, Associate degree or relevant boot camp completion in a technical field or an equivalent combination of education, training and experience (required).
• Cisco or Juniper certification or equivalent industry-recognized certificate (preferred).

Job Type: Contract

Pay: $19.00 - $24.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• Are you willing to work on-site 100%?
• Are you available from 8am-8pm?

Experience:

• Tier 1 / Tech Support: 1 year (Preferred)
• LAN/VAN: 1 year (Preferred)

Work Location: One location

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