Job Description
Our client is seeking an Enterprise Technical Network 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 thrive in an office environment supporting clients across the footprint. You report directly to the Manager of Enterprise Technical Support for goals, guidance and assistance.
* 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.
Required Skills & Experience
* Need to have a solid understanding of Networks -- (Routing/switching, WAN/LAN, fiber, Network Protocols, voice technologies )
* Comfortable fielding inbound calls and using a ticketing system
* Knowledge of OSI model and command line interface
* Ability to keep up in fast-paced environment
Nice to Have Skills & Experience
* Cisco and/or Juniper Certification (CCENT, CCNA, JCNIA, JNCSP,)
* Hands on experience with Cisco or Juniper routers
* Call center experience
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.