
Position Description
Location
Nationwide (Remote)
NetSuite Employee Status
Active
Job description:
- Provide support to customers with Managed Services (fiber and firewall /cameras / APs) products that have been recently installed and are using their service for the first time.
- Handle issues within 15 day warranty period after service activated, primarily Meraki and Fortinet products.
- Work directly with customers and provide technical support in efforts to resolve their issue in a timely manner.
- Answer any questions the customer may have regarding their new Managed Service product(s).
- Hours of Operation: 7am CST – 7pm CST
- On Call Rotation
Required keys for success:
- Enterprise Technical Support (ETS) experience preferred.
- Working knowledge of Inventory Client (Granite) and Salesforce preferred.
- Understanding of Enterprise Network Architecture and Topology a plus.
- (i.e. FIA Circuits, underlay, network transport, core network, NID).
- Soft skills that enable you to effectively communicate with customers.
- Strong Technical skills that will allow you to troubleshoot and resolve the customer’s issue.
- Three of more years of data network experience.
- Strong knowledge of network design and devices, network appliances, network architecture, protocols and network topology.
- Proven data networking knowledge, such as open systems interconnection (OSI) model, transmission control protocol/Internet protocol (TCP/IP) and optical transport.
- Proficient in using internal and vendor ticketing and software tools.
- Knowledgeable in Microsoft Word, Excel, PowerPoint, Outlook and Visio.
- Effective written and spoken English communication skills.
Education and Certifications:
- Industry or vendor-specific certification and training, such as Cisco, Juniper, Alcatel-Lucent (Nokia), Fortinet, and Meraki (preferred).
- Cisco Certified Network Associate (preferred).