Responsible for providing effective second tier support to customers, technical support and field technicians by utilizing in-depth knowledge of Company products and programs. Offers technical support to other departments.
ESSENTIAL DUTIES AND RESPONSIBILITIES ¹
- Provide second level support to customers.
- Provide support to Technical Support Specialist, Tower Technician, Field Technician, and service representatives.
- Answers calls from Field technicians to complete provision of services. (Installations and services visits)
- Remotely assist and troubleshoot to determine service problems during a technical visit.
- Configure wireless (WIFI) networking equipment.
- Analyzes the results of service observations, abnormal conditions and technical problems found and recommends corrective measures to adjust customer complaints and client needs.
- Plans and develops studies and special preventive tests to minimize disruption with the system and follows up on corrections.
- Prepares activity & status reports regarding the work and tests performed with web, e-mail and other internet applications.
- Evaluates and recommends changes in all the technical parameters and configurations to have a better performance on the network.
- Give technical support to other departments.
- Programs and configures equipment (Mikrotik, IP, Radio, ect.)
- In depth troubleshoot and determine service problems Wireless Network.
- Constantly monitors and follows up on networks status, generating notifications and deploying appropriate corrective measures on problems or outages.
- Track current trouble tickets assuring that they are resolved in a timely manner.
- Configuration and troubleshoot of VLANS.
- VOIP and Provisioning
- Diagnosis of damage equipment and RMA process.
- Configuration and provisioning of Gigabit1 Network Equipment.
- Gigabit1 network deployment.
- Support office users with IT related problems.
- Availability to work overtime if necessary.
- Availability for rotating shifts.Ability to work multiple tickets and calls at the same time.
- Other essential duties assigned as required by supervisor.
- Availability to be On Call.
Job Type: Full-time
Pay: From $16.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Parental leave
Schedule:
- 8 hour shift
- Holidays
- Monday to Friday
- On call
- Overtime
- Weekends as needed
Supplemental pay types:
- Bonus opportunities
- Signing bonus
Application Question(s):
- Did you have one of these certifications: Mikrotik MTCNA
Cisco CNE, CCNA
Juniper JNCIA
Fortinet NSE 4
Ubiquiti UEWA
Education:
Experience:
- IP networking: 2 years (Preferred)
- Network support: 3 years (Preferred)
Language:
- Spanish & English (Preferred)
License/Certification:
- CCNA or related (Preferred)
Work Location: In person