Job Description:
What we do:
US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services - all powered by its expansive, robust fiber network. US Signal also helps customers optimize their IT resources through the provision of managed services and professional services.
What you'll do:
The Technical Support Specialist (Network) is part of the Technical Operations Center team and is responsible for all level one and two customer support for US Signal’s network service and Managed Firewall offering. 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, Checkpoint, pfSense.
This position is required to participate in an alternating on-call schedule as outlined by the Supervisor of Technical Operations.
Key Responsibilities:
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Work independently and act as a point of escalation for level II Network related issues.
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Mentor Support Agents to develop skills as opportunities present themselves.
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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 Gigabit Ethernet.
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Receive incoming customer calls for trouble/technical support, acting as a subject matter expert for Cloud related issues.
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Probe customers for most valuable information in relation to trouble for accurate trouble tickets.
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Special projects and assignments as deemed necessary by USS management.
Experience and Skills:
Competencies:
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Expert in customer service.
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Strong knowledge of Data/IP Networking including IP Subnetting, NAT, DHCP, etc.
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Strong knowledge of routing protocols including BGP and OSPF
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Experience with Palo Alto firewalls.
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High level of analytical ability.
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Attention to detail and accuracy and excellent organization skills.
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Excellent oral and written communication skills.
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Ability to work well with all areas of the US Signal organization as well as external customers and vendors.
Education:
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, or other applicable Cisco Certifications.
Experience:
The desired candidate will have experience in Microsoft Windows and Office, familiarity with network tools (i.e. ping, trace route, nslookup, etc.).
Working Conditions and Physical Demands:
The majority of the time is spent in a professional office environment and this role routinely uses standard office equipment.
Required License(s)/Certification(s):
Active CCNA (or higher) preferred.
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.
How to Apply:
If you're excited to be part of a winning team, US Signal is the ideal place to grow your career. Apply now by submitting your resume, cover letter, and any relevant work samples to HR@ussignal.com. We can't wait to meet you and explore how your skills can contribute to our continued success.
US Signal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
From: US Signal Company LLC