Spectrum Jobs – Technical Support

Job Description:

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.

Job Responsibilities:

• Troubleshoot 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.
• Support efforts to enhance the client experience through process reviews, analysis and recommendations to leadership.
• Embody quality service by providing a reassuring voice during the resolution of a client’s networking or technical difficulties.
• Perform additional duties related to the position as assigned.
• Ensure timely resolutions by maintaining an accurate database and documenting complex technical issues concisely for repair teams.
• Coordinate resolution efforts with additional departments while monitoring and apprising clients.
• Improve department processes and technologies through the investigation and identification of the root cause of technical problems.

Job Requirements:

• Experience 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, Wi-Fi and voice over internet protocol (VoIP) platforms.
• Two or more years of network troubleshooting in a 24/7 operations center.
• Data, Ethernet, Managed Network Services, Managed Security Services, Managed WiFi Services, Enterprise Trunking, Hosted Voice and Enterprise TV Services.
• Two or more years of technical support experience in a 24/7 Technical Assistance Center (TAC), NOC or operations center environment.

Qualification & Experience:

• Bachelor’s or Associate degree in a technical field or an equivalent combination of education, training and experience (required).
• Cisco or Juniper certification or equivalent industry-recognized certificate (preferred).
• Ability to thrive under pressure while making decisions independently, resolving issues and demonstrating a sense of urgency.
• Proficient with Microsoft Word, Excel, PowerPoint and Outlook.
• Effective written and spoken English communication skills with all levels of an organization.
• Two or more years of experience working with either fiber-based networking or managed services, such as Fiber Internet Access, High-Speed

Job Details:

Company: Spectrum

Vacancy Type:  Full Time

Job Location: Austin, TX, US

Application Deadline: N/A

Apply Here

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