Network Support Specialist | Network Solutions

About the roleThe Network Support Specialist plays a crucial role in ensuring seamless tier 2 global branch network support and tier 2 & 3 telephony support for all Edward Jones global branch offices. This position is responsible for delivering exceptional technical assistance to both Edward Jones and CBIZ associates, ensuring swift and accurate issue resolution. Additionally, this role collaborates with internal teams and departments to drive continuous improvement in service delivery, ultimately enhancing the efficiency and reliability of network and telephony operations.This position participates in an on-call rotation for the BVD team, covering both weekdays and weekends. During the week, the on-call team member is responsible for handling incoming calls, pages, and escalations until the Help Desk closes for the day. Weekend on-call coverage rotates through the team approximately once every two months, with responsibility focused on responding to incoming pages and ensuring timely support.Essential Functions and Primary DutiesDiagnose and troubleshoot network and telephony issues for Edward Jones global branch offices.Provide high-quality technical support to partner teams such as Branch Network Operations (BNO) and Branch Voice Operations (BVO).Assist in optimizing service delivery, empowering Edward Jones Financial Advisors to better serve their clients.Maintain and enhance network and telephony performance to support critical business operations.Preferred QualificationsBachelor's degree in Information Technology, Telecommunications, or Engineering (preferred) or equivalent work experience.Minimum 2 years of experience in telecommunications, networking technologies, or a helpdesk environment with a focus on analytical problem-solving.Technical Skills: Network & Telephony OperationsHands-on experience with LAN and WAN operations, including maintaining carrier-provided data and voice communication circuits.Proficiency in configuring and supporting branch office network and telecommunication hardware/software.Strong troubleshooting skills for Layer 1, 2, and 3 network issues, including copper ADSL, cable, and fiber optic connectivity.Foundational understanding of TCP/IP, QoS, BGP, and multicast routing protocols.Familiarity with router, switch, and UPS troubleshooting.Conceptual knowledge of the OSI 7-layer model.Basic knowledge of UNIX command line operations.Experience maintaining and troubleshooting branch office carrier-provided voice and data circuits.Familiarity with VOIP phone systems and diagnostics (Vonage and Zoom).Basic knowledge of Toshiba phone systems and eManager application.Understanding of carrier-provided features such as voicemail, caller ID, hunt groups, and remote call forwarding.Minimum QualificationsBasic knowledge of telecommunications principles and practicesBasic experience in support of and maintenance of network and/or telecommunications systemsWorking knowledge of branch telecommunicationsWorking knowledge of carrier-provided data and voice communication circuitsExperienced in developing support procedures for Helpdesk and Branch office to resolve basic branch telecommunications and networking issuesSelf-motivated and able to function with minimal supervisionTask-oriented and focused on resolving issuesEffective working on a team and/or individuallyAbility to analyze, identify and resolve basic branch offices network problems independently and/or within a team environmentStrong customer service skills including the ability to deal with issues diplomatically and patiently, successfully handling complaints, problems, questions, conflicts and suggestionsStrong interpersonal skills required to successfully work with Edward Jones Financial Advisors (FAs), Branch Office Administrators (BOAs), and leaders, team members and other CBIZ and Edward Jones associatesStrong verbal and technical skills, including the ability to communicate technical information in lay-terms to end usersBasic knowledge of branch office hardware, software and operating systems #LI-DNIABOUT US CBIZ Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 major markets coast to coast.CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.

Salary : $18 - $24