Technical Support Specialist
2 days ago
Looking for Technical Support Specialist for our client in Allen, TX (Onsite)
Roles and Responsibilities
- Monitor and maintain the computer networks and system
- Ensure the stability and proper functionality of telecommunications infrastructure.
- Respond to network alerts and troubleshoot network-related issues.
- Perform regular network performance checks.
- Coordinate with field technicians and engineers to resolve complex network issues.
- Maintain detailed records of network outages, discrepancies, and quality control measures.
- Execute high-availability incident response for remote-hosted and Cloud-enabled customer operations.
- Manage ServiceNow Incident Management, Change Management, and Problem Management processes.
- Conduct remote network surveillance and event response.
- Triage and resolve service-impacting incidents within SLA's.
- Participate in complex troubleshooting with next-tier Subject Matter Experts (SMEs).
- Provide customer-facing technical support via telephone, email, and web portal.
- Communicate with stakeholders during service-impacting events.
- Manage vendor tickets effectively.
Qualifications & Skills
- Strong working knowledge of IP networking and interoperability standards.
- Strong understanding of network infrastructure and protocols.
- Experience with network monitoring tools.
- 2+ years of experience troubleshooting IP network connectivity.
- 2+ years of experience troubleshooting service and hardware errors generated by routers, switches, terminal devices, servers, and endpoints.
- Proficiency in networking protocols such as VPN, BGP, MPLS, or SIP.
- Ability to navigate and interpret network drawings (e.g., Vizio drawings).
- Shell scripting
Preferred Skills
Experience in the Network Operations or Telecommunications industry.
Certifications like Network+, Cisco, CCST or CCNA are a huge plus.
ITIL Certification.
Experience with AWS Cloud surveillance.
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