Technical Support Specialist

Direct Hire


Technical Support Specialist

Chicago, IL


Technical Support Specialist is responsible for weekend support. Network Operation Center (NOC) inbound tickets and phone calls during business hours of Friday through Monday 8 am to 7 pm CST triaging customer needs to higher-level engineers as required. The role relates to technologies including but not limited to Core/Edge and CPE Routers, workstations, servers, virtualization, LAN and SDWAN networks, HPBX/VoIP/UcaaS equipment, and services.

Essential Duties and Responsibilities:

Answer phone calls, respond to tickets/alerts as well as handle escalated issues in a timely fashion

· Ability to work within a ticketing system

· Detailed communication with customers and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.

· Provide necessary technical support at the network level: LAN/WAN connectivity, routers, switches, firewalls, and wireless

· Provide essential technical support for HPBX/VoIP/UcaaS services/TDM /CAS/8XX/ 911/SIP

· Remote access solution implementation and support: VPN, Terminal Services, and Citrix

· Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.

· Technical Support for backup and disaster recovery solutions provided by Access One.

· Work jointly with team members, Field Engineers, NOC, and Project Engineers when needed or called on for assistance.




Minimum High School Diploma or equivalent

· College level courses in IT or certification preferred

    • Professional IT Certifications, such as Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Access One.

· Minimal 2 years of experience in a similar role

· Understanding of operating systems, business applications, printing systems, and network systems

· Advanced diagnostic skills of technical issues

· Labtech RMM /ConnectWise PSA experience strongly desired

· Auvik/Solarwinds experience strongly desired

· Knowledge of IT applications, processes, software, and equipment

· Knowledge of HPBX/VOIP/UcaaS systems strongly desired

    • MetaSwitch or Broadsoft experience a plus

· Strong organizational and customer service skills

· Interpersonal skills: such as communication skills, active listening, and customer-care

· Ability to multi-task and adapt to changes quickly

· Ability to work in a team and communicate effectively

· Technical awareness: the ability to match resources to technical issues appropriately

· Service awareness of all organization’s main services for which support is required

· Understanding of support tools, techniques, and how technology is used to provide services

· Self-motivated with the ability to work in a fast-moving environment

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