Job Description
We are currently recruiting internships for Tier 1 Technical Support Representatives. The Tier 1 will help resolve customer concerns in networking protocols, including cellular transmissions, standards and protocols. This position requires daily customer contact through inbound calls, chat and e-mail to determine the exact nature of a customer’s concerns. Tier 1 Technicians will escalate questions and/or concerns to Tier 2 Enterprise Support Engineers. Other daily tasks include generation of solutions for our on-line knowledge base. In addition to technical experience, the Tier 1 must have good communication, interpersonal, and organizational skills, as well as be self-motivated, detail-oriented and well organized.
Requirements:
-Provide support to consumer and small/medium size businesses (SMB).
-Will provide support to customers by phone, chat, and email.
-Research customer concerns to find appropriate resolutions.
-Create and maintain case management records of daily problems and remedial actions taken, or installation activities.
-Interface with customers regarding other vendors’ equipment to find solutions to customer’s concerns.
-Develop training materials and procedures, or train users in the proper use of hardware or software.
-Create and maintain knowledge base articles to foster customer self-help tools available on-line.
-Additional duties as assigned.
Qualifications:
-At least one year of experience or equivalent education supporting networking protocol hardware and software and/or mobile networking support.
-General knowledge of DNS, DHCP, Wi-Fi, WAN, LAN, TCP/IP, UDP, and how they function in a network environment.
-Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
-Familiar with networking hardware and software issues.
-Knowledge of major Operating Systems, Windows 7 Pro, Windows 8 Pro, Windows 10 Pro.
-Excellent communication, interpersonal, organizational and presentation skills.
-Experience with PPoE, VPN, IPSEC, PPTP, WDS a plus.
-Must be willing to submit to a pre-employment background check and drug screen.
-Must be able to provide two professional references.
-At least one year of experience or equivalent education supporting networking protocol hardware and software and/or mobile networking support.
Additional Skills:
-Familiarization with helpdesk systems ie… Connectwise is a plus.
Send resume to jnichols@cirrus-ts.com