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Technical Support Specialist

2 months ago

WilkesBarre, Pennsylvania, United States Loop Internet Full time
Technical Support Specialist

We're building a state-of-the-art fiber optic network that will connect hundreds of thousands of homes and businesses with incredible speeds. As a Technical Support Specialist, you'll play a critical role in ensuring the smooth operation of our network.

Key Responsibilities:
  • Provide higher-level support to other technical roles at the company
  • Liaise with customers to understand requirements for purchased services
  • Provide technical training to new staff
  • Assist in system administration and maintenance responsibilities
  • Provision non-standard or high-touch customer services
  • Provide escalation support for field technicians
  • Provide technical insight to customer support reps to relay to customers
Requirements:
  • Solid understanding of physical networking standards such as CAT5/5e/6, SM/MM fiber, APC/UPC and SC/LC connectors, etc.
  • Solid understanding of networking at L2 and L3, including protocols such as ARP, DHCP, ICMP, IPv4/IPv6, etc. as well as basic routing concepts
  • Ability to provide constructive guidance to less-experienced technicians
Preferred Skills:
  • Working knowledge of dynamic routing including BGP and OSPF
  • Knowledge of optical transceiver types, including SR, LR, bidirectional, etc.
  • Experience with Arista and/or Juniper hardware
  • Familiarity with Linux operating systems and related utilities
  • Familiarity with phone system concepts such as IVRs, ring/hunt groups, DIDs, etc.
  • Familiarity with VoIP concepts such as trunks, channels, SIP/RTP, registration, etc.

Salary Range: $25 - $35 an hour, based on prior experience and background.