Enterprise Technical Support

Required Skills & Experience

Must-Haves :

• 1-2+ years exp in a NOC, Technical Support, Help Desk, or Network Support environment
• Previous experience supporting customers over the phone or in-person
• Basic understanding of Optical, TDM, Ethernet, MPLS, and IP routing
• Experience creating and completing tickets (preference Remedy)
• Understanding of OSI Model (Layers 1, 2, and 3) and basic Routing / Switching functions
• Must be open to work weekdays or weekends, day or night shift, and in the office

Nice to Have Skills & Experience

Plusses :

• CCNA, CCENT, JNCIA, JNCIP Certification
• Preferred experience with Juniper, Alcatel, Cisco, Adva, and JSDU equipment
• Experience troubleshooting Cisco or Juniper hardware
• Ability to monitor in the Commercial Networks
• Experience with devices populated in the NOC Monitoring Tools
• Customer driven with an understanding of MSA / SLA requirements
• Knowledge of commercial / carrier services
• Cell Tower Back-Haul or Commercial experience preferred
• Fundamental understanding of fault isolation and troubleshooting
• Previous monitoring or provisioning role in Engineering or Technical Operations
• Working knowledge of Maintenance, Service, and Installation

Job Description

Day to Day :

An employer in Austin, Texas is currently seeking an Enterprise Technical Support tech, for an Enterprise Cable Company providing support for their largest commercial customers.

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 thrive in an office environment supporting clients across the company's footprint. You report directly to the Manager of Enterprise Technical Support, for goals, guidance, and assistance.

Daily Responsibilities :

• 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.
• Provides service monitoring, assurance and reliability for carrier / commercial customers
30+ days ago