Enterprise Technical Support I Spectrum Enterprise - Military Veterans

Profile

At a glance:nAre you knowledgeable in troubleshooting voice, data and managed services while maintaining a client-centric focus? nCan you commit to a technical support position connecting with clients while successfully diagnosing specific networking and technical problems? nDo you desire a competitive compensation package with lucrative benefits and a focus on professional development? nnOur company:At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.Spectrum Enterprise, a part of **MEMBERS ONLY**SIGN UP NOW***., Inc., is a national provider of scalable, fiber technology solutions serving Americas largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprises industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at enterprise.spectrum.com.Highlights:As a knowledgeable and confident Enterprise Technical Support I, you focus on enhancing and simplifying the client experience. With a positive and patient attitude, you provide frontline assistance from our 24/7 operations center to business clients who subscribe to our Voice, Video, Data and Managed Services. You excel at connecting with clients, troubleshooting potential technical issues and proactively addressing situations by providing step by step directions towards a resolution. You accelerate the resolution process by collaborating with other departments, such as Network Operation Centers (NOCs), Network Engineering or Field and Client Account teams. You thrive in an office environment supporting clients across the Spectrum footprint. You report directly to the Manager of Enterprise Technical Support for goals, guidance and assistance.Position benefits:nnCompetitive salary with bonus.nHealth, vision and dental insurance.n100% company match 401(k) up to 6%.nCompany funded retirement accumulation plan for an additional 3%.nEducation assistance.nPretax childcare spending account.nPaid holidays, vacation days, personal days and sick days.nEmployee discount on spectrum services where available.nFormal training and certification program.nWhat you will do:nEmbody quality service by providing a reassuring voice during the resolution of a clients networking or technical difficulties.nTroubleshoot network service issues via phone, trouble ticket, email and client portals by providing expertise on intricate issues, including wide area (WAN), local area network (LAN), fiber and Voice technologies.nEnsure timely resolutions by maintaining an accurate database and documenting complex technical issues concisely for repair teams.nCoordinate resolution efforts with additional departments while monitoring and apprising clients.nImprove department processes and technologies through the investigation and identification of the root cause of technical issues.nSupport efforts to enhance the client experience through process reviews, analysis and recommendations to leadership.nPerform additional duties related to the position as assigned. nRequired keys for success:nTwo or more years of technical support experience in a 24/7 Technical Assistance Center (TAC), NOC or operations center environment.nTwo or more years of network troubleshooting in a 24/7 operations center.nTwo or more years of experience working with either fiber-based networking or managed services, such as Fiber Internet Access, High-Speed Data, Ethernet, Managed Network Services, Managed Security Services, Managed Wi-Fi Services, Enterprise Trunking, Hosted Voice and Enterprise TV Services.nExperience with network protocols, radio frequency (RF), routers, layer-2 switches, virtual private network (VPN), course wavelength division multiplexing (CWDM), hybrid-fiber coax (HFC) plant and delivery system, routing protocols and policies, WiFi and voice over internet protocol (VoIP) platforms.nSkilled in troubleshooting technical issues, failed equipment, facility issues and escalating as appropriate to provide quality service.nIn-depth knowledge of enterprise hardware and software technical environments.nKnow the pros and cons of coaxial cable and fiber optics. nLearn quickly within a team environment.nAbility to thrive under pressure while making decisions independently, resolving issues and demonstrating a sense of urgency.nProficient with Microsoft Word, Excel, PowerPoint and Outlook.nEffective written and spoken English communication skills with all levels of an organization. nHow you will stand out from the crowd:Recent experience working with Enterprise Technical Support team at Spectrum Enterprise as an Enterprise Technical Support contractor.Your education:nBachelors or Associate degree in a technical field or an equivalent combination of education, training and experience (required).nCisco or Juniper certification or equivalent industry-recognized certificate (preferred).n CRP101 304847 304847BR

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