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Enterprise Technical Support Specialist
2 months ago
TEKsystems is seeking an Enterprise Technical Support Specialist for a contract-to-hire opportunity. The successful candidate will possess experience in addressing general networking and telecommunications inquiries in a remote support environment. Exceptional customer service skills and a foundational understanding of issues within the Network and Telecommunications sector are essential. This position is suitable for junior to mid-level professionals, offering substantial opportunities for career advancement.
Key Qualifications:
- Experience: Ideally, 2+ years in General Network/Telecommunication Troubleshooting.
- Technical Skills: Proficiency in Internet, Wi-Fi, VOIP, Data, Routers, Ethernet, and Fiber technologies.
- Support Experience: Background in a Contact Center or Technical Support role with a customer-centric approach.
- Documentation Skills: Ability to track and create tickets effectively.
- Certifications: A+, Network +, or CCNA certifications are highly regarded.
The technician will manage a workload of 15+ tickets daily, engaging with business clients who utilize premium services. Average interaction time with clients will be approximately 10-15 minutes, focusing on researching, analyzing, and troubleshooting network issues.
In instances where the issue cannot be resolved, the technician will escalate the ticket to the appropriate teams, including Network Operations, Engineering, and Field Operations.
Responsibilities:
- Deliver quality service by providing a reassuring voice during the resolution of technical challenges.
- Ensure timely resolutions by maintaining an accurate database and documenting complex technical issues for repair teams.
- Coordinate resolution efforts with various departments while keeping clients informed.
- Enhance departmental processes and technologies by investigating and identifying the root causes of technical problems.
Essential Skills for Success:
- Experience in a technical support environment within a 24/7 Technical Assistance Center (TAC) or Network Operations Center (NOC).
- Proficiency in network troubleshooting within a 24/7 operations setting.
- Familiarity with fiber-based networking solutions, including High-Speed Data and Managed WiFi Services.
- Knowledge of network protocols, RF, routers, and VPN technologies.
- Ability to troubleshoot technical issues and escalate as necessary to ensure quality service.
- Comprehensive understanding of enterprise hardware and software environments.
- Quick learner with the ability to thrive in a team-oriented environment.
- Capacity to work effectively under pressure, making independent decisions and resolving issues promptly.
