Technical Support Admin- Network | Iowa, Minnesota, Wisconsin, or Michigan

Description

What we do

At US Signal we pride ourselves on providing innovative solutions and exceptional customer experiences to help businesses and individuals succeed. Our dynamic and passionate team works in a collaborative and supportive environment to drive success for our clients and employees alike. We value long-term relationships and strive to create a challenging and rewarding workplace where employees can grow personally and professionally.

We are currently seeking a dedicated and motivated Technical Support Specialist - Network to join our team and help us achieve our mission of becoming an industry leader. The position will work four 10-hour shifts working Wednesday to Saturday. This position has an on-call requirement and will be required to work onsite 2-3 days on average depending on business needs.

The ideal candidate will need to be within drivable distance to our data center in either Des Moines, IA, Eden Prairie, MN, Madison, WI, or Auburn Hills, MI.

What you\'ll do

The Technical Support Specialist (Network) is part of the Technical Operations Center team and is responsible for all level two customer support for US Signal's network service and Managed Firewall offerings. The primary function of the Tier 2 Specialist is to provide a world-class level of customer service with an efficient and timely resolution of cases. This role acts as an escalation point and mentor to the Tier 1 Support Agents. A Specialist must be competent in all facets of T1, DS3, SONET & DWDM Optical Transport facilities, MUXES, DACS, Ethernet Technologies, IP, Networking & Routing, IP interfaces, Firewalls, configurations (Cisco IOS and Adtran AOS) and Security services, including Palo Alto, pfSense.

Key Responsibilities

• Work independently and act as a point of escalation for level II Network & Security related issues.
• Mentor Support Agents to develop skills as opportunities present themselves.
• Troubleshoot various levels of Ethernet and IP related issues using remote secure session access to Core / PE / Premise managed Cisco (7609, 1841, ASR 1000 / 9000 series) and Adtran (3200 series) routers, and Ethernet aggregation / premise devices (TA5000, 818, 838, etc.) for various levels of service from 3Mb bonded services to High Bandwidth Ethernet.
• Troubleshoot various firewall related issues including Palo Alto and pfSense platforms.
• Receive overflow customer calls for trouble / technical support, acting as a subject matter expert for Network & Security related issues.
• Probe customers for most valuable information in relation to trouble for accurate trouble tickets.
• Special projects and assignments as deemed necessary by USS management.

Requirements

What you bring to the team :

To be successful in this position, you should bring the following qualifications, experiences, and education :

Required License(s) / Certification(s)

The desired candidate will have technical training in IP, networking, routing, and telecommunications. A B.S. in Telecom, Computer Science / Information Systems or Networking is a plus. CCNA preferred, PCNSA, or other applicable Cisco Certifications.

What We Offer

In return for your hard work and commitment, you will enjoy a supportive and inclusive workplace, along with the following benefits :

Working Conditions and Physical Demands

This position may be performed in either a standard office setting or a home office environment. It requires prolonged periods of sitting, frequent use of a computer and other office equipment, and effective time management in a self-directed work environment. Occasional lifting of items up to 25 pounds may be required.

All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data. All employees are responsible to ensure actions comply with state and federal regulations and requirements.

While we encourage applications from all eligible candidates, we are currently unable to accommodate requests for visa sponsorship.

US Signal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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