Technical Support Technician

Job Summary

Providing timely monitoring for the stability of a multi-state interconnected wide area network, the full-time Technical Support Technician I will identify and respond to network connectivity failures, manage resolutions, and engage vendors while maintaining detailed documentation throughout the process.

Key responsibilities:

• Proactively monitor the performance of network devices and ticket events as identified
• Inform impacted customers of events and provide frequent status updates until resolution
• Act as the initial point of triage for events, escalating as necessary and managing underlying carriers for timely resolutions

Required qualifications:

• Minimum of 6 months experience in a customer service call center, helpdesk, NOC, or support desk role
• Experience working in a dynamic, customer service-oriented team environment resolving technical issues
• Ability to learn and adapt to new technology and procedures as they develop
• Network-related certifications such as Network +, A+, or CCENT are a plus
• Familiarity with routers/switches (Cisco preferred), high-speed circuits, and TCP/IP network protocols is a plus