Technical Support Associate MegaPath

GENERAL PURPOSE:

This position is part of a large team responsible for supporting customer's WAN connectivity and all activities associated with keeping connectivity optimized.

ESSENTIAL DUTIES / RESPONSIBILITIES:

The primary responsibility is supporting existing Remote work customers and the setting up of new customers for their remote work environment.
This includes Routers, Switches, Firewalls Circuits, VPN, etc.
Respond to outages or performance alerts within SLA guidelines.
Working all issues to closure, which may entail configuration changes, hardware replacement and vendor coordination.
Must be prepared to take inbound phone calls and be flexible to working different shifts.

EDUCATION AND EXPERIENCE:

High school diploma required, some college is a plus.
1-3 years of related experience.

KNOWLEDGE, SKILLS, AND ABILITIES:

Experience with multiple Operating Systems including but not limited to NT 4.0, Win 2k, XP.
Experience with Remedy as a ticketing tool, Micromuse, Infovista as a network management platform experience and Cisco or Nortel internetworking operating systems a plus.
Ability to demonstrate knowledge of internetworking technology including: TCP/IP, Ethernet, Dial and layer 1 troubleshooting.
Must have excellent communication and analytical skills to effectively understand and resolve customer issues.
The ability to gain product knowledge with minimal training is essential.
Strong customer service mentality with a sense of urgency is required.
Excellent organization skills, attention to detail, ability to multi-task assignments and follow process flow are required.
Candidates must have the ability to work independently with minimal supervision.

PHYSICAL REQUIREMENTS:

Constant computer typing and mousing.
Near constant sitting at workstation.
Near constant use of telephone with or without headset.

ENVIRONMENT:

General office environment; cubicle; fast paced; can be noisy.

Location:	Pleasanton, CA 94566 United States
Employment Type:	Full Time