Customer Support Engineer Education Networks of America
THIS JOB HAS EXPIRED
The ENA CTAC is a highly skilled technical team that focuses on managing and resolving a variety of complex incidents on behalf of our customers and internal departments. Customer Support Engineers are trained to understand and resolve the majority of support needs for all products ENA offers. Provide prompt, pro-active network monitoring and customer notification for a multi-state wide area network (WAN). Resolve monitored outages by managing underlying vendors and dispatching resources as needed. Additionally, resolves data connectivity, Voice over IP (VoIP), video teleconferencing, managed Wifi and systems incidents while managing the other day-to-day objectives that ensure customer success.
Primary Responsibilities for the position are:
Proactive Monitoring ? Proactively monitor, research, and document WAN issues utilizing network monitoring applications. Report customer facing service impacting issues to the customer and actively manage vendors to restore service quickly. Provide direction and guidance to vendors to act swiftly and initiate root cause analysis (RCA) to avoid future service impacts. Make on-the-spot determinations regarding whether and when to dispatch ENA or vendor resources to restore service.
Strong Customer Advocate - Ensure high levels of customer satisfaction by directly resolving or managing all activities to restore service. Communicate with customers throughout the incident duration while managing the resolution activities. Report all customer communication and troubleshooting in a ticketing system and complete RCA?s as requested.
Resolution Drivers ? Primary point of contact for customers to call for all services ENA offers. Manages and executes changes in firewalls, DNS, and network device configurations to restore service. Provides support for Voice over IP (VoIP) including moves/adds/changes that may affect customer invoices. Affects support and changes to various other technologies: E-mail, Content Filtering, DNS, and new products as they are developed and deployed.
Process Documentation - Researches, writes and owns procedures that are utilized by the team members and other departments. Works with technical and operational areas of the company to ensure cross departmental processes are accurate and updated to ensure ongoing success.
Ongoing Training - Learns and utilizes new technologies on a continuing basis and works with team members to strengthen each other?s skills. Identifies specific technologies to specialize in to ensure customers receive prompt accurate support.
On-Call Requirements - Performs ?on-call? duties as required; responding to certain types of after hour customer issues either through monitoring or voice communication. Contributes to 24x7x365 availability for customer?s mission critical network services.
The successful candidate will have 2-3 years of experience in an advanced technical support center or NOC role, resolving issues through interactions over the phone, ticketing system and through email. Bachelor?s degree in a related area preferred. Comp TIA Network + a minimum requirement, CCNA certification is preferred. Must complete the HDI Support Center Analyst certification upon hire.
Must have knowledge, expertise, and experience to successfully trouble shoot connections between WAN Routers (Cisco preferred) and access and read the router IOS. Requires previous experience working with Telecom vendors and High Speed data circuits (T1 to Fiber.) Experience supporting layer 3 TCP/IP network protocols and experience troubleshooting LAN/WAN networks. Must understand how e-mail, DNS, Content Filtering and other systems related technologies work. Knowledge of traditional PSTN, VoIP, or PBX switching is desirable. Knowledge of video conferencing H.323 codecs as well as application based video and its concepts/types is a strong plus.
Must excel at customer service and possess a strong dedication to putting the customer first and providing prompt support and complete resolutions. Requires experience working in a dynamic, customer service-oriented, team environment resolving multiple technical issues. Must demonstrate the ability to multi-task between customers, vendors, peers, and management while still independently resolving customer incidents. 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.
This is a full-time, exempt position, eligible for benefits with the opportunity to earn bonus. The work week for this position may vary but normally is Tuesday ? Saturday beginning at 8am.
||1101 McGavock Street |
Nashville, TN 37203
THIS JOB HAS EXPIRED