Responsibilities
- Open, update, and resolve service issue tickets with performance evaluated by volume of completed installation-related tickets, call handling, and team quality metrics.
- Demonstrate broad understanding of networking principles, deployment methods, software fundamentals, and their application in evaluating network infrastructure components.
- Support quick evaluation of customer issue characteristics and impact level, escalating to relevant technical teams when necessary.
- Oversee setup and remote diagnostics of Linux-based servers and networking hardware from multiple vendors.
- Manage individual call queue and respond to diverse digital communications tied to project tasks.
- Keep accurate records of daily operational activities.
- Deploy and validate commercial network systems.
- Communicate clearly with clients and management at all levels.
- Deliver and record precise, thorough issue evaluations for every installation.
- Help gather client-specified information including network traffic summaries.
- May support adherence to environmental regulations relevant to job duties.
- Operate within a 24/7 support environment.
- Apply subnetting expertise to divide IP address ranges into smaller subnetworks.
- Consistently deliver, record, and maintain detailed technical assessments for each installation event.
Requirements
- Skilled in creating, updating, and resolving trouble tickets.
- Proven ability in managing customer calls and achieving quality performance standards.
- Solid grasp of networking theories, implementation practices, and software usage.
- Experience testing and analyzing all aspects of network infrastructure.
- Ability to quickly determine the type and seriousness of customer issues.
- Capable of contacting appropriate support groups when escalation is needed.
- Experience managing deployment and remote troubleshooting of Linux servers.
- Familiarity with installing and diagnosing switches and routers from various vendors.
- Able to manage personal call workload efficiently.
- Proficient in handling multiple types of electronic correspondence related to projects.
- Committed to maintaining records of daily operational tasks.
- Experience installing and validating commercial network systems.
- Strong communication skills with clients and across management levels.
- Able to provide and document reliable, detailed issue analyses for each installation.
- Willingness to assist in gathering client-specific data such as traffic usage reports.
- Expected to support compliance with environmental regulations as relevant to role responsibilities.
- Available to work in a 24x7 operational schedule.
- Practical experience with IP subnetting and network segmentation.
Work Arrangement
Remote (Worldwide)
Other
24 X 7 operation
