Technical Support, Networking & Security
Technical Support, Networking & Security
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This role is responsible for the second layer of support for our customers with repair issues. It's primary function is to work on layer 2 and above issues for the customer base that cannot be resolved using basic troubleshooting steps.
Essential Duties and Responsibilities:
* Display a professional demeanor and show resiliency in challenging customer situations.
* Provide excellent customer service including written and verbal communication with customers, internal departments, and external parties.
* Interacts with other departments to resolve customer issues.
* Manage to the daily objective set forth by the Support management team.
* Utilize analytical and creative problem-solving skills to resolve customer issues.
* Ability to troubleshoot data issues such as: slow speed, packet loss and routing issues.
* Knowledge of routing and route tables.
* SIP troubleshooting including call setup and audio quality.
* Knowledge of Fortinet, Meraki, Fiber, and Fixed Wireless Transport.
* Ability to communicate networking ideas and concepts.
* Interact with other workgroups to facilitate changes and repairs to existing service as needed.
* Responsible for maintaining good customer relations.
* Generally assist and work with representatives and customers concerning repeat issues with their service(s).
* Develop and apply expertise and skills required for a specific functional area
Required Qualifications:
* Graduation from an accredited four year college or university.
* Three to five (3-5) years’ telecommunications support center experience highly preferred.
* Three to five (3-5) years’ telecommunications and repair experience highly preferred.
* Any equivalent combination of education and experience will be considered.
* Cisco Certification CCNP Preferred 3 to 5 years’ experience at the ISP level.
Necessary Knowledge, Skills, and Abilities:
* Ability to fully document information in trouble ticketing system.
* Ability to multi-task and maintain strong attention to detail.
* Demonstrate the ability to handle difficult customer situations.
* Must be proficient and fluent in the English language.
* Must have the ability to regularly communicate in a manner that is respectful, professional and collaborative
* Understanding of TCP/IP.
* Understanding of SIP.
* Must have basic to intermediate knowledge of Microsoft Office Suite products.
* Working knowledge of networks and internetworks.
* Working knowledge of SD-WAN Technology.
* Working knowledge of Meraki and Fortinet
* Working knowledge Cisco and Juniper routers and switches.
* Fully remote work from anywhere within Ireland.
* 5 fully paid sick days per year.
* EAP and health insurance.
* 1 paid charity day off a year to contribute and give back.
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
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