Technical Support Specialist

3 weeks ago

Marquand, Missouri, United States US Signal Full time
Job Title: Technical Support Agent

US Signal is a leading data center services provider seeking a Technical Support Agent to join our team in Indianapolis, Indiana. This role is performed on-site at our data center.

Job Summary:

The Technical Support Agent is part of the Technical Operations Center team and is responsible for providing world-class level of customer service with efficient and timely resolution of cases. This role acts as front-line support for customer contact, handling incoming calls for trouble/technical support, creating trouble tickets, and working customer trouble tickets.

Key Responsibilities:
  • Receive incoming customer calls for trouble/technical support
  • Create trouble tickets for incoming customer calls utilizing US Signal proprietary ticketing software
  • Probe customers for most valuable information in relation to trouble for accurate ticket documentation
  • Work customer trouble tickets
  • Perform escorts and remote hands for customers at the data center
  • Process incoming deliveries
  • Troubleshoot various levels of Ethernet and IP related issues using remote secure session access to Core/PE/Premise managed Cisco and Adtran routers
  • Cooperatively test and work with external vendors, partners, and LECs to sectionalize and repair network and local loop issues
  • Provide continual status updates to customers regarding trouble tickets
  • Cooperatively work with other internal US Signal departments such as Engineering and Outside Operations
Requirements:
  • Expert in customer service
  • Strong knowledge of Data/IP Networking including IP Subnetting, NAT, DHCP, etc.
  • Strong knowledge of routing protocols including BGP and OSPF
  • High level of analytical ability
  • Attention to detail and accuracy
  • Excellent organization skills
  • Ability to multitask in a fast-paced environment
  • Ability to work well with all areas of the US Signal organization as well as external customers and vendors
Education and Experience:

The desired candidate will have technical training in IP, networking, routing, and telecommunications. A B.S. in Telecom, Computer Science/Information Systems or Networking is a plus. CCNA preferred, or other applicable Cisco Certifications.

The desired candidate will have experience in Microsoft Windows and Office, familiarity with network tools (i.e. ping, trace route, nslookup, etc.).

Working Conditions and Physical Demands:

This position operates in a variety of environments. The majority of the time is spent in a professional office environment as well as a data center and this role routinely uses standard office equipment.

All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data. All employees are responsible to ensure actions comply with state and federal regulations and requirements.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.

We offer a competitive compensation and benefits package including a 401k plan with a match. If you are looking to be part of a dynamic team, please apply now.

Equal Opportunity Employer

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