Responsibilities:
- Provide telephone and email support to commercial and residential voice, fax and Internet customers.
- Identify hardware/software/system problems and troubleshoot issues, escalating them when necessary.
- Prioritize customer issues based on severity and respond appropriate.
- Track trouble tickets through to completion, maintaining contact with the customer throughout the process.
- Own initiative to research problems.
- Take after-hours calls on a rotating schedule.
- Configure customer premise equipment, including routers, between calls.
Requirements:
- Must possess industry certification in at least two of the of the following areas: Microsoft, Cisco, Networking, Linux, Security.
- Bachelor’s degree in CIS or MIS from accredited educational institution or equivalent work experience.
- Highly proficient in the following protocols: Ethernet, IP, TCP, UDP, DNS, DHCP, GRE, PPTP, L2TP, IPSEC, SIP, RTP, RTCP, POP3, SMTP, IMAP, etc.
- Excellent customer service skills.
- Able to half-split problems to quickly identify resolutions paths.
- Self-starter personality.
- Highly motivated and able to work independently
- Able to multitask while maintaining self-organization in a fast-paced environment
- Able to take calls during off-hours.
Contact us at 520-545-0400 or email jobs@simplybits.com