Technical Support Technician

3 months ago

Lockhart, United States TEKsystems Full time
Job DescriptionJob Description

Description:

A Network Operations technician should expect to handle 15+ tickets per day. The interaction with the business customer (enterprise, commercial, executive business client. Spending a premium amount for Cable services) will be anywhere from 10-15 min on average. The technician will spend time researching, analyzing, and troubleshooting the cause of the network issue. If tech is unable to resolve the issue he or she will escalate the ticket to the appropriate team which can be multiple teams: NOC, Network Administration, Engineering, Field Operations, etc.

 

Our client is a national provider of scalable, fiber technology solutions serving America’s largest businesses and communications service providers. The broad enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Our client is the industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs.

 

As a knowledgeable and confident Enterprise Technical Support I, you focus on enhancing and simplifying the client experience. With a positive and patient attitude, you provide frontline assistance from our 24/7 operations center to business clients who subscribe to our voice, video, data and managed services. You excel at connecting with clients, troubleshooting potential technical issues and proactively addressing situations by providing step by step directions towards a resolution. You accelerate the resolution process by collaborating with other departments, such as Network Operation Centers (NOCs), Network Engineering or Field and Client Account teams. You thrive in an office environment supporting clients across the Spectrum footprint. You report directly to the Manager of Enterprise Technical Support for goals, guidance and assistance.

 

The ETS Technician will work with other departments, such as Network Operation Centers (NOCs), Network Engineering or Field and Client Account teams. You thrive in an office environment supporting clients across the Spectrum footprint.

What you will do:

• Embody quality service by providing a reassuring voice during the resolution of a client’s networking or technical difficulties.

Ensure timely resolutions by maintaining an accurate database and documenting complex technical issues concisely for repair teams.

• Coordinate resolution efforts with additional departments while monitoring and apprising clients.

• Improve department processes and technologies through the investigation and identification of the root cause of technical problems.

Required keys for success:

• Experience in 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 either 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.

• Know the pros and cons of coaxial cable and fiber optics.

• Learn quickly within a team environment.

• Ability to thrive under pressure while making decisions independently, resolving issues and demonstrating a sense of urgency.

 

Additional Skills & Qualifications:

Someone with an A+, Network +, or CCNA is highly recommended.

 

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