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).