Job Title : Client Customer Support - Maintenance Specialist (Initially Remote)

Work location Primarily in Austin TX. Please add the work location desired at the top of the resume.

The schedule is 40 hours work week which goes through a schedule bidding process.

The position is remote wor, but workers should be able to commute once Covid restrictions are lifted.

Local candidates only and must be fully vaccinated.

24 hours work environment. Flexible schedule and some possible required OT as needed.

TOP 5 SKILLS :

Customer service - phone management and soft-skills

Advanced Wi-Fi knowledge

Technical Troubleshooting knowledge

Keyboarding / Typing

Problem-solving

Position Overview

This position resides in Network Operations and reports to a NOC Supervisor. The Network Operations group is responsible for monitoring and maintaining the integrity of AWS s network.

Major Responsibilities / Duties

Maintain a strong customer service orientation and strive to offer the customer an experience that exceeds their expectations

Achieve a minimum level of calls and tickets as defined by a manager

Maintain a consistent quality level as defined by manager in regards to phone metrics

Work in a 24x7x365 environment to drive issues to resolution

Enter data into trouble ticket system in an accurate and complete manner to document problems including diagnostic results and repair performance information

Make outbound calls to customers, ISPs and third party vendors to aid in proactively restoring system functionality

Identify problems through monitoring, analyze the duration and potential impact to customers, and proactively ensure they are consistent with service levels (SLAs) for these activities.

Troubleshoot network elements including servers, routers, switches, access points, printers, kiosk computers, power communications machinery, and controllers by using the the OSI model

Provide support in property bring up procedures

Make sure our acceptable use policy is being followed

Update design and documentation through wiki

Recommend bandwidth upgrades to senior NOC and account management

Participate in technical development opportunities

Recommend processes improvements to optimize work performed. Suggest preventive measures against repeat occurrences.

Requisition and verification of correct parts before request for parts are submitted. Request dispatch and update internal and external customers on the status of repairs.

Understand and respond properly to escalation procedures

Mentor and assist other NOC agents in a team-oriented setting

Prerequisites Of The Position

Bachelor degree in CS, MIS or equivalent experience

1 years experience in network management

1 years experience working with broadband as a connectivity solution

1 years experience supporting Linux / Unix in a corporate setting, preferably Debian or Ubuntu.

1 years experience working with Cisco networking elements

Ability to work under pressure and within a fast-paced, multi-tasking environment, while maintaining professionalism

Prior knowledge of wireless protocols and standards

Prior knowledge of DNS, DHCP, routing protocols, and Cisco IOS configuration with CCNA preferred

Excellent interpersonal, communication and organizational skills

Have acted as customer support in the past and are familiar with call queues

Scripting knowledge preferred using industry-wide tools (bash, python, pearl)

Last updated : 2024-05-27