Technical Support Representative, Vero

• Experience working 2-3 years in a technical support role
• High School diploma or GED
• Successful training or certification in Cisco, Cambien, Calix and Juniper
• Working knowledge of network technologies and components such as switches, routers, and firewalls and RF technologies such as LTE, wireless radios, Wi-Fi, etc
• Understanding of the essentials of data and signal flow through a network
• Understanding of support tools, techniques, and how technology is used to provide wireless and fiber internet services
• Experience with telnet, RDP, traceroute, Ping and other network troubleshooting methods
• Excellent communication skills (written and verbal) and interpersonal skills such as telephone support skills, active listening and customer-care
• Ability to organize and prioritize work and adapt to changes quickly
• Self -guided approach to learning and gaining knowledge in addition to company provided training
• Self-motivated with the ability to work in a fast paced, team-based environment
• Ability to effectively solve problems or escalate issues as needed

Desirable

• Reports To: Network Operations Manager
• As a Technical Support Representative, you are the face of our company and make the first impression on our customers
• This is a fast-paced role that requires a shift in focus multiple times per hour and prioritization of work
• The Technical Support team handles all incoming tasks such as technical support and dispatch requests, resource coordination and interdepartmental communication
• As a Technical Support Representative, your primary function is to respond to customer requests and systems alerts
• You will provide day-to-day support to ensure incidents and customer requests are managed in accordance with quality standards and the goals of the company are achieved
• Be actively logged in and available to answer all incoming calls from customers with the ability to identify, troubleshoot and resolve their issues
• Monitor inbound emails from customers and automated systems. Create/manage incident and service request in the ticketing system
• Perform troubleshooting, fault identification and execute a resolution or a workaround to reestablish services as quickly as possible
• Coordinate maintenance and repairs with field support, network engineers, and vendors
• Provide regular notifications to customers on network outages and/or upgrades
• Document all processes and outages through the internal ticketing systems
• At this time the schedule is Monday through Friday with occasional weekend availability as needed to fulfill the core duties of the role

• At least 2 professional references are required