Technical Support Specialist

2 days ago


Allen, United States Prairie Consulting Services Full time

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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