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Technical Support Specialist I
2 months ago
Atlantech Online, Inc. is seeking a dedicated and proactive full-time Support Technician based in Silver Spring, MD. This role is essential for delivering exceptional customer service within the telecommunications sector. If you have a background in tech support and thrive in a collaborative and innovative environment, we encourage you to explore this opportunity.
This position offers a competitive starting salary of $42,000 along with a comprehensive benefits package that includes medical, dental, vision, mileage reimbursement, paid parking, generous vacation time, and sick leave. If you are looking for a fulfilling role in tech support, we would like to hear from you.
About Atlantech Online, Inc.
As a public utility, we provide fiber, telephone, and data center services to various businesses and government entities. Established in 1995, we have built a reputation as a reliable Internet service provider in the Washington DC metro area. Our commitment to excellent customer service and tailored solutions ensures that our clients can focus on their core business activities without technology distractions.
We foster a technology-driven and collaborative workplace culture, where every employee's ideas and perspectives are valued. Our team enjoys great benefits, opportunities for advancement, and ongoing support.
Role Responsibilities
In your capacity as a Support Technician, you will be the first point of contact for critical issues impacting our customers' services. Your responsibilities will include:
- Providing technical assistance to end-users via phone and email.
- Investigating and troubleshooting a range of connectivity and voice service challenges.
- Monitoring the uptime of essential infrastructure and customer networks.
- Managing a steady influx of tech support tickets with exceptional organizational skills.
- Ensuring compliance with established policies and procedures.
Your attention to detail and commitment to customer satisfaction will be key to your success in this role.
Qualifications
The ideal candidate will possess:
- A minimum of 2 years of networking experience.
- Experience troubleshooting wide area and local area network connectivity, including VLAN administration.
- Familiarity with Juniper and Cisco routing and switching equipment.
- The ability to quickly identify patterns in support issues during outage investigations.
- Knowledge of the open systems interconnection (OSI) and DoD reference models.
- Understanding of voice protocols, particularly session initiation protocol (SIP) and voice over internet protocol (VoIP) systems.
Preferred qualifications include an active network certification such as A+, CCENT, or Net+. We are looking for a team player with excellent customer service skills who can maintain professionalism in a fast-paced environment.
Work Schedule
This role typically involves rotating 8-hour shifts, including nights and weekends. Please note that this position is 100% onsite.
Health and Safety
The health and safety of our employees and their families is our top priority. Therefore, full vaccination against COVID-19 is required as a condition of employment.
