Advanced Technical Support Engineer

Duties / Responsibilities

• Provide exceptional technical support to our customers, addressing their queries and troubleshooting issues promptly and professionally.
• Troubleshoot all incidents and escalate to higher levels as needed.
• Maintain production network environment using a combination of monitoring tools to ensure availability.
• Clock in and dispatch Telecommunication technicians to repair services.
• Respond to automated alerts from monitoring tools according to procedure.
• Use diagnostic tools to ascertain the level and criticality of the problem.
• Discover faults and conditions in a proactive manner and diagnose causes where appropriate and resolve expeditiously.
• Escalate issues and problems according to procedures and best judgment.
• Perform periodic health checks of systems.
• Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on the best course of action to resolve.
• Diagnose problems and resolve them in an expeditious manner.
• Work with Engineers to resolve production problems.
• Write thorough trouble ticket notes on production incidents and problems.
• May write or revise system documentation and procedures.
• May be required to travel (10% for training and other functions).

Minimum Qualifications

• Must be able to effectively communicate in both written and verbal forms at all levels of the business, including customers, peers, colleagues, and executive management.
• Minimum of 4 years of experience in a Help Desk or high-volume call center preferred.
• Minimum of 4 years of experience working in IT Operations including knowledge of common tools, methods, and techniques.
• Minimum of 4 years of progressively responsible work experience in network and / or server monitoring.
• Experience in Monitoring Theory / Implementation.
• Experience in current Internet network hardware and software technologies.
• Experience and knowledge in wireless standards 802.11n/ac/ax and RF fundamentals.
• Bachelor’s Degree or equivalent from four-year college or technical school.
• Additional experience or training may substitute for education.
• Experience and knowledge in LAN/WAN technologies, including DNS, DHCP, TCP/IP, VPN, Wireless, and fiber technologies.
• Advanced computer proficiency in Microsoft Office products including Excel and Word.
• Experience troubleshooting large-scale networks.
• Strong knowledge of LAN/WAN and network protocols.
• Must be able to participate in video conferences professionally. This includes a quiet environment and an adequate internet connection.
• Willing and able to work a flexible schedule that may include extended hours, travel, overnight and out-of-town stay, day/night shifts.