Technical Support Analyst
4 weeks ago
Job Description
Job Description
SymplyFi is currently seeking two Technical Support Analysts (Tier 2/Tier 3 level) to join our growing team working full-time in our Atlanta Office.
This position will provide product troubleshooting and end-user support of our platform along with the configuration and shipping of our network and VoIP hardware.
The desired candidate for this position will have at least 3 years of experience providing end-user technical support of PC, Windows OS, Linux and general network services (DHCP, DNS, Internet & WiFi).
Additionally, knowledge of Linux and at least 2 of the following areas: Windows OS desktop support, Apple MAC Desktop support or Network troubleshooting (TCP/IP, DNS & DHCP, WiFi).
RESPONSIBILITIES -
What you will be doing working with us
5 days / 40 hour work week - in office during weekdays and rotating Saturday daytime shifts (5 days total / 40 hours per week).
Follow documented procedures to troubleshoot, resolve and/or escalate customer technical support issues
Provide support for customer technical support issues
ISP outages and cloud application issues.
Network issues with Point-of-Sale devices, PCs and Printers
VoIP phone service issues
Network routers, switches, WiFi access points & firewalls issues
Escalation of complex issues to the appropriate internal team(s)
Inventory & Asset management - unboxing, asset tagging and storage of hardware inventory
Create, Document & maintain support tickets
Monitor customer site status and proactively respond to outages
WORK SCHEDULE
5 days per week
Rotating schedule including Saturdays (Daytime)
Rotating after hours on-call
CAREER PATH
We offer growth potential and promote from within. Potential career paths after this role include: Lead Technical Support Analyst, Provisioning Engineer, DevOps Engineer or Sales Engineer.
Requirements
Experience we would like you to have
3 years of telephone based IT helpdesk / technical support experience
2 year of Windows and/or Apple Mac PC configuration & support experience
2 year Linux CLI experience (home lab, school or work)
2 years of PC network connectivity troubleshooting experience including TCP/IP, IP Subnetting, VLANS, ARP, DNS, DHCP, IP Routing, Network Switches & MAC Addresses
Highly proficient with PC network & internet connectivity troubleshooting
Excellent customer service and communication skills - i.e. comfortable speaking with customers on the phone
Great problem solving and root cause analysis troubleshooting skills.
Available to work rotating Saturday shifts (40 hour work week)
Available to work in the office - this is not a remote position
Experience we desire but is not required
Experience with any of the following tools is helpful: OSI Model, Network Switching, Network Routing
Experience in the restaurant, hospitality or retail industry
Experience with retail technologies like POS systems
Benefits
COMPENSATION -
What you will get from us
$45,000 to $55,000 (Based on experience)
Medical, Dental & Vision benefits
Paid holidays
401K
Collaborative environment that supports empirical learning
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