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Tier 1 Support Analyst

4 months ago

Austin, United States Acumera Inc Full time

**Who We Are**

Based in Austin, Texas, Acumera is a leader in managed network security and automation services for multi-site businesses' payment systems and operations. Acumen provides software-as-a-service (SaaS) solutions for edge computing, secure edge networking, network operations, visualization, and security. Our clients focus on growing their companies using Acumera's remote systems' visibility, robust data security, and simplified compliance services. In 2002, Acumera became our client's trusted network partner.

**What we're looking For**

The Tier 1 Support Associate will work within the Network Operations Center team to contribute to the responsiveness, compassion, and competency of Acumera's customer-facing support team.

**Responsibilities**:

- Triage incoming support requests and ensure those NOC Associates cannot complete are appropriately documented and escalated to the correct team member or group.
- Support Acumera's Broadband and WAN Failover products by contacting customers and carriers to troubleshoot Internet connectivity issues and scheduling on-site support, equipment replacement, or carrier dispatch as necessary.
- Support Acumera's Virtual Acumera's Networking (VPN) products (and those that rely on VPNs, such as Web Filter and PCI Internal Scans).
- Support the routine and timely updating of Acumera-supported devices by assisting with the notification and deployment of updated apps, system packages, and firmware for Merchant Gateways, Netgear switches, and other Acumera-supported hardware.
- Support Acumera's CI by participating in the daily log review process for customer account activity.
- Contribute to the success of other internal or customer-facing projects as assigned.

**Qualifications**:

- At least 1 year of experience working directly in a customer support role
- Demonstration of technical aptitude
- A desire and capacity to learn Linux, network segmentation (VLANs), switch configuration, firewalls (iptables), and IPSec VPNs (Libreswan)

**Education or Experience**
- High School diploma (or equivalent) preferred

**Perks of Acumera**
- Health benefits start on day one.
- 401(k), FSA, HSA
- Casual dress code
- Fully stocked kitchen
- Vibrant and Inclusive Workplace Atmosphere
- Paid company holidays
- Discretionary time off policy
- Central Austin location with free parking
- Flexible work environment and an opportunity to grow as we grow.
- **
Salary**: $18-19/hr based on experience
- ** Location**: Austin or Tallahassee Office (Preferred On-site)
- ** Nice to Have**: Bilingual in Spanish/French
- ** Nice to Have**: Experience with Fortinet, Meraki
- ** Prior Customer Service Experience**: Highly valued, even if not directly related to tech
- ** Certifications**: CompTIA certifications preferred
- ** Desired Traits**: Strong sense of humor, sound judgment, adaptability, and effective communication skills.
- ** Team Dynamic**: Supportive, collaborative, fast-paced environment
- ** Shift Options**: 6 am-3 pm or 12 pm-9 pm, Sun-Thurs and Tues-Sat
- ** Comfort**: Ability to sit for long periods
- ** Call Volume**: Expectation of handling 20-30 calls a day
- ** Learning**: Expectation to absorb a lot of information quickly
- ** Resource Utilization**: Utilize provided resources and eager to acquire knowledge