Enterprise Technical Support Specialist
4 weeks ago
As a Technical Support Specialist at TEKsystems, you will be responsible for providing exceptional customer service to our business clients. You will be the primary point of contact for technical issues, troubleshooting problems, and escalating complex issues to the appropriate teams.
Key Responsibilities:
- Provide timely and effective technical support to clients via phone, email, and chat
- Troubleshoot complex technical issues and escalate to the appropriate teams as needed
- Collaborate with other departments, such as Network Operation Centers (NOCs), Network Engineering, and Field and Client Account teams
- Document complex technical issues concisely for repair teams
- Improve department processes and technologies through the investigation and identification of the root cause of technical problems
Requirements:
- Experience in a technical support environment in a 24/7 Technical Assistance Center (TAC), NOC, or operations center environment
- Experience network troubleshooting in a 24/7 operations center
- Experience working with fiber-based networking, such as Fiber Internet Access, High-Speed Data, Ethernet, Managed WiFi Services, Enterprise Trunking, Hosted Voice, and Enterprise TV Services
- Experience with network protocols, radio frequency (RF), routers, layer-2 switches, virtual private network (VPN), course wavelength division multiplexing (CWDM), hybrid-fiber coax (HFC) plant and delivery system, routing protocols and policies, Wi-Fi, and voice over internet protocol (VoIP) platforms
- Skilled in troubleshooting technical issues, failed equipment, facility issues, and escalating as appropriate to provide quality service
- In-depth knowledge of enterprise hardware and software technical environments
- Ability to thrive under pressure while making decisions independently, resolving issues, and demonstrating a sense of urgency
Additional Skills & Qualifications:
- Strong technical knowledge of network protocols, radio frequency (RF), routers, layer-2 switches, virtual private network (VPN), course wavelength division multiplexing (CWDM), hybrid-fiber coax (HFC) plant and delivery system, routing protocols and policies, Wi-Fi, and voice over internet protocol (VoIP) platforms
- Experience with ticketing systems, remote support tools, and phone support
- Ability to learn quickly within a team environment
About TEKsystems:
TEKsystems is a leading provider of technology staffing and services. We help our clients achieve greater business success by providing solutions designed to meet their evolving needs.
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