Technical Support Specialist

Direct Hire

CyberSearch

Technical Support Specialist

Chicago, IL

GENERAL SUMMARY:

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.

 

 

Requirements

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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