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Customer Support Engineer

3 months ago

Marietta, United States SageNet LLC Full time
Job DescriptionJob Description

Company Overview

SageNet is a leading managed services provider specializing in connectivity, digital signage and cybersecurity. The company connects, manages and protects technologies and devices across widely distributed enterprises. SageNet’s people, processes and technologies, coupled with its collaborative approach, empowers customers to achieve their core business objectives.

The company offers world-class service and support via its US-based 24/7/365 Network Operations Centers (NOCs) and Security Operations Centers (SOCs), geographically diverse teleports, a central National Logistics Center, multiple data centers, and a nationwide field service organization.

What makes SageNet unique is its Why: SageNet is passionate about Trusted Connections. This is a two-fold calling. First, the company creates trusted, reliable and secure technological connections for its customers. Second, and perhaps even Eore importantly, SageNet works tirelessly to build trusted human connections with its customers, partners and communities. The company believes that by creating, discovering and nurturing these trusted connections, SageNet enhances the world that connects us all.

With a three-decade track record in managed services, SageNet boasts a long-term customer base that includes the nation’s largest retail, financial, healthcare, utilities and energy organizations. SageNet manages communications for more than 220,000 endpoints. Headquartered in Tulsa, SageNet has regional offices in Atlanta, Chicago, Philadelphia, Toronto and Washington, D.C.

Job Purpose

The Customer Support Engineer will act as primary interface to customer for support of technical issues and implementation issues for communications networks involving VSAT, BGAN, and terrestrial technologies. Interact with other support teams within SageNet, including Network Engineering, Hub Engineering and Project Implementation in support of customer issues. Keep site specific data in SAP accurate and up to date, including entries for new service locations.

Duties and Responsibilities

  • Interface directly with channel customers and contractors by being the company's focal point -of-contact for all support activities.
  • Take lead in coordination of trouble resolution and customer communications for network and site-specific problems related to network configuration/design or network Operations
  • Serve as primary interface between customers and the SageNet Implementation team for order submission and upgrade efforts.
    Track and report on status of shipment and installation activities
  • Oversee and participate in quality control evaluations for equipment and services performance improvements.
  • Provide cost data and reports for all program elements to enable business cost evaluation as well as provide proposal support for new business opportunities.
  • Produce accurate and timely program documentations, reports, and presentations on program performance to assist senior management in business decisions.
  • Oversee and participate in quality control evaluations for equipment and services performance improvements.
  • Ability to work in a 24/7 environment which includes but not limited to weekends and holidays.
  • Additional duties as assigned

Qualifications

  • 5 years relevant experience directly providing customers advanced technical support on VSAT and Broadband technologies
  • Thorough understanding and proficiency in Operational and Business Support Systems
  • Proven working relationships with Engineering and Implementation teams
  • Proven organizational, written, and oral communications skills.
  • Proficiency with Microsoft Office
  • Experience with supporting Channel accounts
  • Ability to multitask in a fast-paced environment
  • Bachelor’s Degree preferred
  • Cisco CCNA Certification or higher preferred

Working Conditions

  • Productively work in a corporate office space as well as remotely (hybrid)
  • Business casual work environment
  • Ability to work in a fast-paced, high-pressure environment
  • Standard daytime working hours, rotating 24/7 on call schedule, and ability to respond to a support call at all times during on call schedule

Physical Requirements

  • Be able to sit or stand for long periods of time
  • Occasionally have to lift/carry 20 lbs.
  • Extensive use of hands and fingers for typing
  • Extensive use of eyes in reviewing paper documents or a computer screen

Attention All Third-Party Agencies, Headhunters, and Recruiters

SageNet will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to SageNet will be considered the property of SageNet. SageNet will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. SageNet is not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. SageNet only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with SageNet from third parties must be through our Talent Acquisition Department. Any contact made outside of the SageNet Talent Acquisition Department by a third party will cancel any future business relationships between the third party and SageNet.

Please contact jared.mcdonald@SageNet.com for any questions.