Technical Support Specialist

4 weeks ago

Cleveland, Ohio, United States Leidos Full time

The Technical Support Specialist will be responsible for performing assignments that require selecting or adapting standard procedures or equipment, using fully applicable precedents. The role requires receiving initial instructions, equipment requirements, and advice from a supervisor or engineer as needed and performing recurring work independently.

Key responsibilities include:

  • Installing, supporting, and maintaining communication circuits
  • Performing technical analyses of hardware and transmission facilities using various diagnostic tools to support efficient network operations
  • Identifying, diagnosing, and resolving technical problems related to VoIP or network failure/integrity and usage of PC hardware and software
  • Identifying, diagnosing, and resolving technical problems related to inside and outside cable plant
  • Working as the interface between AEGIS and cable plant Managed Service Providers
  • Utilizing existing knowledge while building additional knowledge of the company, client, and processes
  • Resolving work orders for Cable Plant, Network, and VoIP issues
  • Resolving VoIP and analog phone lines and issues
  • Solving a range of straightforward problems
  • Analyzing possible solutions using standard procedures
  • Completing work with a moderate level of guidance and direction
  • Solving standard problems by analyzing possible solutions using experience, judgment, and precedents
  • Impacting the quality of own work and the work of others on the team
  • Working within guidelines and policies
  • Explaining information to others in straightforward situations

Basic qualifications include:

  • High School diploma with 4 or more years of relevant experience
  • 3+ years of cable plant experience working with fiber optic, copper, and category cabling
  • 1+ years' experience troubleshooting complex routing and switching issues
  • 1+ years' experience configuring switches, routers, network appliances, WAN acceleration devices
  • Basic network troubleshooting skills
  • Basic inside and outside cable plant skills
  • Basic troubleshooting skills with VoIP and analog phone lines
  • Excellent customer service skills
  • Excellent oral and written communication skills
  • Ability to lift and carry 50 lbs. for up to 100 feet at a time; ability to lift 25 lbs. vertically using ladders
  • Ability to work in confined spaces, such as raised floors or communications closets; ability to work in noisy environments, such as data centers and operations centers; ability to stand or sit for 8 hours at a time

Preferred qualifications include:

  • CCNA or other Networking Certification
  • Cable plant experience with inside and outside cable plant
  • VoIP and analog phone experience
  • Organized and detail-oriented
  • Strong leadership skills
  • Self-motivated/self-directing
  • Strong collaboration, prioritization, and adaptability skills
  • Relationship-building skills
  • Ability to manage and prioritize own work and that of the team
  • Independent decision-making
  • Analytical thinking and problem-solving abilities
  • Ability to effectively communicate with all organizational levels (from SMEs to Senior management)
  • Ability to analyze problems at various levels (detail level, overall organizational impact, etc.)

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