Technical Support Specialist | (Remote)

US Signal Company, L.L.C.; Minnesota; Hybrid; USD 60,000 - 90,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen engagierten Technical Support Specialist für Netzwerktechnologie. In dieser hybriden Rolle bieten Sie erstklassigen Kundenservice und unterstützen das Team bei der Lösung komplexer Netzwerkprobleme. Sie arbeiten eng mit Kunden und internen Abteilungen zusammen, um die Effizienz und Sicherheit der Netzwerkinfrastruktur zu gewährleisten. Mit einem starken Fokus auf Weiterbildung und persönliches Wachstum bietet dieses Unternehmen ein unterstützendes Umfeld, in dem Ihre Fähigkeiten geschätzt und gefördert werden. Wenn Sie eine Leidenschaft für Technologie und Kundenservice haben, ist dies die perfekte Gelegenheit für Sie.

Benefits

Hybrid-Arbeitsumgebung

Generöse Urlaubsregelung

Umfassende Gesundheitsleistungen

401(k) mit Arbeitgeberbeitrag

Gruppenlebensversicherung

Wellness-Programm

Business Casual Dresscode

Qualifications

• Expertise im Kundenservice und Daten/IP-Netzwerk.
• Kenntnisse in Routing-Protokollen und Firewall-Technologien.

Responsibilities

• Bereitstellung von technischem Support für Netzwerk- und Sicherheitsfragen.
• Mentoring von Support-Mitarbeitern und Troubleshooting von Netzwerkproblemen.

Skills

Kundenservice

Daten/IP-Netzwerk

Routing-Protokolle (BGP, OSPF)

Palo Alto Firewalls

Analytische Fähigkeiten

Detailgenauigkeit

Kommunikationsfähigkeiten

Microsoft Windows und Office

Education

B.S. in Telekommunikation

CCNA-Zertifizierung

PCNSA-Zertifizierung

Tools

Cisco IOS

Adtran AOS

Netzwerktools (ping, traceroute)

Job description

All Jobs > Technical Support Specialist | (Remote)

At US Signal we pride ourselves on providing innovative solutions and exceptional customer experiences to help businesses and individuals succeed. Our dynamic and passionate team works in a collaborative and supportive environment to drive success for our clients and employees alike. We value long-term relationships and strive to create a challenging and rewarding workplace where employees can grow personally and professionally.

We are currently seeking a dedicated and motivated Technical Support Specialist - Network to join our team and help us achieve our mission of becoming an industry leader. This position is a Hybrid role that will need to go onsite at one of our Data Centers to provide coverage if when needed requiring that the employee live near one of our current Data Center locations. The position will work Sunday to Wednesday 7 a.m. to 6 p.m. This position has an on-call requirement and can work in any time zone, however Central Time Zone is preferred.

What you'll do:

The Technical Support Specialist (Network) is part of the Technical Operations Center team and is responsible for all level two customer support for US Signal’s network service and Managed Firewall offerings. The primary function of the Tier 2 Specialist is to provide a world-class level of customer service with an efficient and timely resolution of cases. This role acts as an escalation point and mentor to the Tier 1 Support Agents. A Specialist must be competent in all facets of T1, DS3, SONET & DWDM Optical Transport facilities, MUXES, DACS, Ethernet Technologies, IP, Networking & Routing, IP interfaces, Firewalls, configurations (Cisco IOS and Adtran AOS) and Security services, including Palo Alto, pfSense.

Key Responsibilities:

• Work independently and act as a point of escalation for level II Network & Security related issues.
• Mentor Support Agents to develop skills as opportunities present themselves.
• Troubleshoot various levels of Ethernet and IP related issues using remote secure session access to Core/PE/Premise managed Cisco (7609, 1841, ASR 1000/9000 series) and Adtran (3200 series) routers, and Ethernet aggregation/premise devices (TA5000, 818, 838, etc.) for various levels of service from 3Mb bonded services to High Bandwidth Ethernet.
• Troubleshoot various firewall related issues including Palo Alto and pfSense platforms.
• Receive overflow customer calls for trouble/technical support, acting as a subject matter expert for Network & Security related issues.
• Probe customers for most valuable information in relation to trouble for accurate trouble tickets.
• Special projects and assignments as deemed necessary by USS management.

Requirements

What you bring to the team:

To be successful in this position, you should bring the following qualifications, experiences, and education:

• Expert in customer service.
• Strong knowledge of Data/IP Networking including IP Subnetting, NAT, DHCP, etc.
• Strong knowledge of routing protocols including BGP and OSPF
• Experience with Palo Alto firewalls.
• High level of analytical ability.
• Attention to detail and accuracy and excellent organization skills.
• Excellent oral and written communication skills.
• Ability to work well with all areas of the US Signal organization as well as external customers and vendors.
• Experience in Microsoft Windows and Office, familiarity with network tools (i.e. ping, trace route, nslookup, etc.).

What We Offer:

In return for your hard work and commitment, you will enjoy a supportive and inclusive workplace, along with the following benefits:

• Hybrid work environment for greater work-life balance
• Generous paid time off policy, including vacation, sick time, and 10 paid holidays
• Competitive and comprehensive medical, dental, and vision benefits plans with Flexible Spending benefits including medical/dental expenses and dependent care
• 401(k) retirement plan with a generous contribution
• Group Term Life Insurance covered 100% by employer
• Wellness program to promote overall employee well-being
• Business casual dress code

Working Conditions and Physical Demands:
This position operates in a variety of environments. A portion of the time is spent in a professional office environment and this role routinely uses standard office equipment.

Required License(s)/Certification(s):

The desired candidate will have technical training in IP, networking, routing, and telecommunications. A B.S. in Telecom, Computer Science/Information Systems or Networking is a plus. CCNA preferred, PCNSA, or other applicable Cisco Certifications.

All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data. All employees are responsible to ensure actions comply with state and federal regulations and requirements.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.