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Technical Support Specialist

4 weeks ago

Cleveland, Ohio, United States Leidos Full time
Job Summary

The Engineering Technician II will perform assignments that are not completely standardized or prescribed. The role requires selecting or adapting standard procedures or equipment, using fully applicable precedents.

The technician will receive initial instructions, equipment requirements, and advice from a supervisor or engineer as needed and will perform recurring work independently.

Work will be reviewed for technical adequacy or conformity with instructions.

Key Responsibilities:
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
Work 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
Resolve 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

Requirements:
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:
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.)