Network Support Technician, Tier 1

What You Need

1-2 years customer service experience required.
Self-motivated with a desire to work in a fast-moving and exciting environment.
Ability to effectively communicate with customers and coworkers through written and oral mediums.
Aptitude for customer care and interpersonal communications using patience, attentiveness, and empathy.
Ability to work first, second or third shift in a 24x7x365 environment.

Preferred

1-2 years IT, helpdesk, or networking experience 
Experience with Linux or other CLI 
Basic networking knowledge (TCP/IP, packet capture, VPN, Subnetting) 
Experience with Cisco Meraki or Cradlepoint firewalls

About The Job

The Customer Support team provides first-level, initial contact technical phone, email, and chat support for our customer base. Our Technicians support a mix of client installations, including both fully managed network sites and sites that leverage existing network infrastructure to provide secure communications for electronic funds transfer. Technicians utilize basic troubleshooting skills, along with custom-written software and a suite of remote tools to ensure our customers' communications are fully restored to online status when they report any disruption of service. In addition, we manage firewalls for our customers and the Customer Support team monitors connectivity and makes changes to the firewall’s rules per the customer’s request while also preserving PCI-DSS compliance. This position is part of a team that provides network support to their customers 24/7/365. Working some holidays and coverage for shifts outside the normal schedule is required.

What You’ll Do

Effectively communicating progress of incident resolution to customers.
Accurately document interactions while troubleshooting over the phone or via chat
Providing 1st level technical support at the physical and network layers.
Responding to alarms from remote monitoring and management systems.
Following prescribed escalation policies to escalate incidents to tier 2 technicians.