Insight Global's client in the Sandy Springs, GA area is looking for a Network Operations Analyst to join their team. There will be two sides to this role reactive support and proactive support. First it will be reactive support, and this will be the call center piece of the role. This person will be supporting a piece of the client's proprietary software and will be taking incoming calls from customers when the software isn't working correctly (most of these calls will be showing the customer how to use the software rather than troubleshooting). After about 1-2 months this person will then be responsible for proactive support. This is when the candidate will get an RF Network assigned to them and will be responsible to proactively look out and make sure the networks are communicating correctly. This person needs to have strong interpersonal skills and be extremely well at follow up and relationship building.
* Helpdesk background w/ monitoring & troubleshooting network experience OR NOC background w/ customer service & call center focused experience
* Must have been in a customer support role where he/she has directly supported customers via phone or email
* Experience w/ writing SQL queries (in a work environment) -- will be troubleshooting database issues
* Exceptional communication skills -- follow up is key for this role.
* We are looking for tier 2 or tier 3, people who are used to handling escalations
* Technical troubleshooting skills - CompTIA A+ certification - Highly preferred
* Experience with any ticketing system (Salesforce preferred)
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.