In-Office Tech Analyst, Commercial Data Center

Wide Open West; Columbus (OH); On-site; USD 30,000 - 43,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k with company match

Paid time off

Paid holidays

Tuition reimbursement

Job summary

Wide Open West in Columbus is seeking a Technical Analyst-Commercial to provide advanced second-line support for a broad WOW! Business product suite in our in-office Data Center environment.

You will diagnose, troubleshoot, coordinate with multiple teams, and document solutions for a variety of services including VoIP, hosting, and cloud offerings. Flexibility for rotating shifts in a 24/7 setting is required.

Qualifications

• High school diploma or equivalent required.
• 2 years experience in telecommunications or equivalent technical support.
• CCENT, Network+ or SIP School certifications preferred.
• Knowledge of TCP/IP, DNS, DHCP and LAN/WAN concepts.
• Comfort with on-site collaboration in a 24/7 support environment.

Responsibilities

• Provide second-level advanced support for WOW! Business products including diagnosis and troubleshooting.
• Coordinate with customers, network admins, vendors and WOW! personnel to resolve issues.
• Gather data and prepare reports to measure service and support effectiveness.
• Respond to trouble tickets and calls, documenting information for analysis.
• Monitor Data Center systems and assist with security, power, and HVAC as needed.
• Document technical issues/solutions in ticketing/billing systems.

Skills

2 years telecom experience

Advanced troubleshooting

Active listening & communication

Documentation

Education

High school diploma or equivalent

Tools

CLI access

Networking tools & monitoring apps

Billing software

Job description

Wide Open West in Columbus is seeking a Technical Analyst-Commercial to provide advanced second-line support for a broad WOW! Business product suite in our in-office Data Center environment.

You will diagnose, troubleshoot, coordinate with multiple teams, and document solutions for a variety of services including VoIP, hosting, and cloud offerings. Flexibility for rotating shifts in a 24/7 setting is required.