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Technical Support Specialist

1 month ago

Allen, United States Infobahn Softworld Inc Full time

Description:

General responsibilities:

NextGen Operations Technicians execute high-availability incident response for remote-hosted and Cloud-enabled customer operations.

ServiceNow Incident Management, Change Management, and Problem Management

Remote network surveillance and event response

Triage and resolution of service-impacting incidents within SLA’s

Participation in complex troubleshooting with next-tier SME’s

Customer-facing technical support delivered via telephone, email, and web portal

Stakeholder communication during service-impacting events

Vendor ticket management


Qualifications:

Strong working knowledge of IP networking and interoperability standards

1+ years of experience troubleshooting IP network connectivity

1+ years of experience troubleshooting service and hardware errors generated by routers, switches, terminal devices, servers, and endpoints.

Working knowledge of networking protocols, such as VPN, BGP, MPLS, or SIP.

Demonstrated ability to navigate and interpret network drawings (i.e. Vizio drawings)


Preferred Skills:

Network Operations or Telecommunications industry experience

Cisco CCST or CCNA certification a plus

ITIL Certification

AWS Cloud surveillance


Intake notes:


Do you have any time off planned during the Hiring process? If so, do you have anyone designated to do interviews on your behalf.


Assignment duration:

24 months, planning to convert to full hire when feasible


Onsite or 100% remote or temporally remote due offices being closed to COVID or Hybrid(Provide The percentage of Onsite and remote)

Hybrid

1st 90 - days will have to be onsite for training - After onboarding and training, rotational scheduled remote work may be available


Work Schedule: 3 schedules total please see breakdown

2 Openings for schedule 1:: Sunday - Wednesday, 7:00 am - 5:30 pm Central

2 Opening for schedule 2: : Wednesday - Saturday, 7:00 am - 5:30 pm Centrall

2 Opening for schedule 3: Sunday - Wednesday, 10:00 pm - 8:30 am Central




Will this resource work any OT?

OT is offered on a voluntary basis as business needs arise


Temp to hire or Temp only:

Temp to hire based the performance and business needs


If Temp to hire, what is the FTE salary range:

$60,000


If Temp to hire. Does this position require a degree? Hiring Managers should check with HR if they are not sure.

No.


Are there any additional security checks required?

Will need to pass a CJIS background check before they start


Does the position support a customer that requires the resource to be a US citizen?

Yes, US citizenship is a CJIS requirement


Will this resource drive a Motorola vehicle? Motorola hosted vehicle (Like a rental car or van that is under Motorola name)?

No


Will this resource travel?

Does travel involve driving more than 30%?

No


Will this resource drive a Motorola vehicle? Motorola hosted vehicle (Like a rental car or van that is under Motorola name)?

No


Provide the type of work environment:

Call Center, NOC, Corporate office



Will there be any lifting? If so, how many pounds?

No


Provide any safety equipment needed:

None


Does this position require ‘safety-sensitive’ functions –None


How long will the training be for this resource before they are expected to work independently:

90 days


Interview Information (How many interviews, type of interviews and any interview arrival instructions for onsite and if google meet do they require the candidates need to have camera on):

1st Interview - Virtual. Google Meet, Camera ON. - 1 hour

2nd Interview - Virtual. Google Meet, Camera ON, - 1 hour


What’s your department’s function within the company?

Network operations and technical support for 9-1-1 call handling systems and networks


What relationship does this role have to other lines of business within the organization?

Multiple dependencies with other departments


What’s the structure of your current team and who will your new hire report to?

Contract resources will report to an FTE Supervisor


Will your new hire have any direct reports?

None


What are the main responsibilities that your new hire will have?

Network monitoring and response

Technical Support

Outage support


What are the top three contributions this new hire will make to the company within their first 90 or 120 days?

Work independently


What qualifications are must-haves for candidates? (e.g. X technical skills, experience with Y projects, Z certification or license)

Strong working knowledge of IP networking and interoperability standards

1+ years of experience troubleshooting IP network connectivity

1+ years of experience troubleshooting service and hardware errors generated by routers, switches, terminal devices, servers, and endpoints.

Working knowledge of networking protocols, such as VPN, BGP, MPLS, or SIP.

Demonstrated ability to navigate and interpret network drawings (i.e. Vizio drawings)


What would be some nice-to-have skills for candidates and why? (e.g. experience in retail, familiarity with X programming language)

Excellent verbal and written communication skills

Call Center or NOC experience in a 24/7 operation


Is it necessary for candidates to have industry experience for this role? Why or why not?

Yes, technicians will be required to correlate events from various network elements in order to properly identify outages


What software should your new hire be proficient in?

ServiceNow preferred

Do export controls apply? (Applicable to US Only)