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Technical Support Specialist @ Allen, TX
1 month ago
We have an immediate opportunity with one of our direct clients. Please find the job description below and if you are interested, please forward your resume and share below details:
Full Legal name as per Driver's License:
Best contact number:
Work Authorization:
Hourly Payrate expected (W2):
Month & Day of birth (MM/DD):
Present Location & Zip-code:
LinkedIn:
Job Title: Technical Support Specialist
Location: 415 E. Exchange Parkway - Allen, TX 75002 - Hybrid
Duration: 24 months, planning to convert to full hire when feasible
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
Note:
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
Schedule 1:: Sunday - Wednesday, 7:00 am - 5:30 pm Central
Schedule 2: : Wednesday - Saturday, 7:00 am - 5:30 pm Central
Schedule 3: Sunday - Wednesday, 10:00 pm - 8:30 am Central
Provide the type of work environment:
Call Center, NOC, Corporate office
How long will the training be for this resource before they are expected to work independently:
90 days
Interview Information :
1st Interview - Virtual. Google Meet, Camera ON. - 1 hour
2nd Interview - Virtual. Google Meet, Camera ON, - 1 hour
What are the main responsibilities that your new hire will have?
Network monitoring and response
Technical Support
Outage support
What qualifications are must-haves for candidates?
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?
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
