Technical Support Analyst
|Reference # :||18-00051||Title :||Technical Support Analyst|
|Location :||Phoenix, AZ|
|Position Type :||Contract|
|Experience Level :||Start Date / End Date :||01/25/2018 / 06/30/2018|
Location: Phoenix, AZ onsite at the client - ***Local candidates only***
Top 3 Required Skills:
?Cisco ios knowledge
?Linux CLI commands
The ideal candidate will have a proven track record of identifying and resolving issues over the phone, via email, or other communication methods as appropriate.
The candidate should be able to demonstrate experience with general network troubleshooting, working within a Linux and Windows operating environment, log file analysis, application level debugging.
Working experience with a network management system such as Zabbix or any of Network Monitoring tool.
Candidate must be familiar with Wi-Fi network architecture and demonstrate a proficiency with understanding, troubleshooting and resolving basic Wi-Fi connectivity issues from multiple clients such as laptops, tablets, phones, smart TV's, game consoles, etc.
Ideally, candidate has previous experience working in a highly available 24x7 production environment.
The candidate should be able to demonstrate the ability to follow documented instructions to troubleshoot specific issues related to our Service Provider Wi-Fi service.
Candidate must be able to document trouble ticket notes in a "knowledge base? manner, providing a detailed account of all information exchanges, steps taken, research used and final solution.
? Work on trouble tickets to resolve any issues in a timely manner
? Provide tier2 escalation support and successfully resolving customer issues, escalating to application engineers as necessary
? Responsible for troubleshooting end to end network, platform or customer connectivity issues
? Ability to work independently
? Proactively monitor customer networks and respond to any critical alarms
? Escalate tickets to Telco vendors and following through to resolution
? Setup and provisioning of new remote customer installations. Coordination with onsite local resources to ensure proper connectivity and configuration
? Configuration, shipment and installation of servers or network equipment for new customer installations or RMA replacement
? Perform other duties or responsibilities as required
? Must be flexible, dependable and able to multi-task with priority
? Understanding of networking protocols ICMP, UDP and TCP/IP
? Must be familiar and able to communicate how to collect information from client devices, such as Windows, Apple and other networked devices
? LAN and WAN connectivity
? Solid understanding of how to troubleshoot network issues and configurations, such as WAN circuit, routing, IP connectivity, router and switch configuration, and DNS
? Knowledge of Firewalls and VPN connectivity
? Must be a Team Player
? Work shifts that provide for 24x7x365 coverage. Must be willing and able to work nights, weekends and holidays
? Effective analytical, planning, organizational, and documentation skills
? Must be professional
? At least 1 year of Tech support/Customer service and preferably NOC experience
? Effective communication in English ? both spoken and written communication.
Education & Experience: Graduated High school with 1 year in a Tech support/Customer service environment, Preferably NOC or escalations.
Work Schedule: Work shifts that provide for 24x7x365 coverage. Must be willing and able to work nights, weekends and holidays
Job Status: Contract/Temporary