Position Description

Post Activation Support Engineer
Location Nationwide (Remote)
NetSuite Employee Status Active
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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).

 

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