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Telecommunications Support Specialist

2 months ago

Carlsbad, United States Eastridge Full time
Job Overview

Eastridge Workforce Solutions is a prominent provider of workforce management solutions, dedicated to linking skilled professionals with significant career opportunities. We are currently seeking a Technical Support Specialist for our client, a leader in delivering dependable, secure, and scalable wireless connectivity services, primarily utilizing cellular technology.

Key Responsibilities
  • The primary responsibility involves provisioning, supporting, and shipping telecommunication devices to both new and existing customers. The Technical Support Specialist will ensure that products are configured, tested, and dispatched promptly.
  • This role includes testing features and functionalities in new firmware builds, flashing routers, conducting quality assurance testing of products, and managing the packaging and shipping of devices.
  • Additionally, the specialist will assist the technical services team by managing the triage of inbound Tier I technical support calls regarding a variety of 4G and 5G wireless routers, determining when to escalate issues beyond Tier I support.
  • Logging all calls and creating tickets in the current customer support software system is essential.
  • Shipping duties encompass packaging, generating labels, and updating the customer ordering tool with tracking information.
  • The role will significantly contribute to and support hardware and software deployments for Cradlepoint and AReS systems, with a strong emphasis on troubleshooting customer issues.
  • Adherence to documented procedures for asset management, application support, hardware maintenance, new customer onboarding, network support, and POTS lines is required.
Qualifications
  • A minimum of 1 year of experience with networks, computer systems, and general troubleshooting, particularly concerning LAN/WAN issues.
  • Familiarity with various infrastructure technologies such as WAN/LAN, TCP/IP, DHCP, DNS, and VPN.
  • Exceptional customer service and communication skills are necessary.
  • Experience in deploying and supporting operating systems, including Windows and Linux.
  • Familiarity with Cradlepoint or other gateway IoT devices supporting 4G/5G routers and modems is preferred.
  • Ability to understand and validate NetCloud OS configurations for device setup.
  • Experience working with Cisco equipment and command line interfaces is advantageous.
Preferred Qualifications
  • At least 1 year of experience in Network and System Support and/or Service Desk Administration, particularly in support of external customers.
  • Knowledge of Office365 applications.
  • Basic understanding of Linux OS and troubleshooting.
  • Strong organizational and problem-solving skills are essential.
  • Capability to manage information overload while maintaining high accuracy.
  • Ability to multitask, adapt to business changes, and prioritize work effectively.
  • Experience with asset management and standard inventory practices is a plus.
  • An associate degree in IT Technology or relevant experience is preferred, with a degree in IT or computer science being advantageous. Certifications such as CCNA, CompTIA, or Network+ are also beneficial.
Benefits

For more information about the benefits available to Eastridge's temporary employees, please refer to the appropriate resources. Occasionally, Eastridge's clients may offer additional benefits to employees while on assignment, and details regarding these benefits will be communicated as applicable.

Eastridge Workforce Solutions is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Please note that Eastridge is unable to provide visa sponsorship to applicants. Certain clients may require Eastridge to perform background checks, and Eastridge will consider qualified applicants with criminal histories in a manner consistent with applicable federal, state, or local laws regarding criminal backgrounds.