Technical Support Tech I

Responsibilities:

• Proactively monitors the performance of ENA-deployed devices, which includes ticketing events when identified. Equipment being monitored includes Cisco routers, Brocade switches, AeroHive access points and switches, and Data Center components. Other equipment and services may be monitored as well.

• Informs impacted customers by phone or e-mail of events and provides frequent status updates until events are resolved.

• Acts as the initial point of triage and escalates events accordingly.

• Identifies and correlates alerts that are related to single points of impact that may result in a large-scale service interruption impacting multiple customers. Communicates internally to alert all parties and obtains all resources needed to help process and restore the impact timely. 

• Manages underlying carriers to report failures and drive resolutions by obtaining frequent status updates and escalations that provide timely resolutions with a sense of urgency.

• Identifies trends related to chronic disruptions and collaborates with internal resources to identify permanent fixes to reduce future impacts. This may include opening chronic tickets with carriers when necessary.

• Receives and processes vendor maintenance and internal change requests according to ENA’s change management process. This includes:

  • Track internal and external change requests

  • Send customer notification for scheduled and approved maintenances.

  • Communicate the status of maintenance activity to internal stakeholders.

• Manages and correctly processes all inbound emails from vendors, customers, and internal sources.

• Other tracking, minor approvals or other miscellaneous duties as assigned.

• Follow standard documentation expectations within all customer facing portals.

• Improves performance impact through growth in knowledge while supporting the departments goals and customer satisfaction objections and create an impact that supports ENA’s achievement of short and long-term goals

Qualifications:

• Minimum of 6 (six) months experience in a customer service call center or helpdesk, NOC or support desk role resolving issues through interactions over the phone, ticketing system, and through email. 

• Must excel at customer service and maintain a strong dedication to putting the customer first by providing prompt support and complete resolutions. 

• Requires experience working in a dynamic, customer service-oriented, team environment resolving multiple technical issues. 

• Demonstrate the ability to multi-task between customers, vendors, peers, and management while showing the ability to independently resolve customer needs. 

• The position requires the ability to learn and be flexible with existing and new technology and procedures as it develops and enhances ENA’s offerings to our customers.

• Network related certifications such as Network +, A+ or CCENT is a plus

• Experience working with routers/switches (Cisco preferred), High Speed circuits (Cable Modems, T1 to Fiber), TCP/IP network protocols, and LAN/WAN network troubleshooting is a plus

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, or technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions. Ability to communicate technical concepts to mix of non-technical and technical people.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.

Physical Demands:

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment:

The noise level in the work environment is usually moderate.

Work Hours:

Company hours accommodate our customers’ needs, which may require coverage on a rotating weekend schedule.

Base Hourly Range: $18.75 - $26.25, commensurate with experience