Enterprise Technical Support Specialist
2 weeks ago
Job Summary:
We are seeking a highly skilled Technical Support Technician to join our team at TEKsystems. As a Technical Support Technician, you will be responsible for providing exceptional technical support to our clients, troubleshooting complex technical issues, and collaborating with other departments to ensure timely resolutions.
Key Responsibilities:
- Provide technical support to clients via phone, email, or chat, resolving technical issues and escalating as necessary.
- Troubleshoot complex technical issues, using advanced diagnostic tools and techniques to identify and resolve problems.
- Collaborate with other departments, such as Network Operation Centers (NOCs), Network Engineering, or Field and Client Account teams, to ensure timely resolutions.
- Document complex technical issues concisely for repair teams, ensuring accurate and up-to-date information.
- 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.
Preferred Qualifications:
- A+, Network+, or CCNA certification.
About TEKsystems:
TEKsystems is a leading provider of IT staffing and services, dedicated to helping our clients achieve their business goals through innovative solutions and exceptional service.
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