Do you enjoy the challenge of solving technical issues, interacting with clients, and working in a team environment? If so it is time to join Equiinet. We offer an exciting, fast paced, and dynamic work environment.  We are in a rapid growth mode and are looking to hire an exceptional technical support staff which has a keen eye on delivering outstanding client service. As the first point of contact, you are the ambassador to providing thebest customer experience to our international client base.  Operating within our Network Operations Center (NOC) you will be calling upon your vast networking knowledge to resolve trouble tickets.

The Technical Support Engineer is responsible for providing system maintenance, repair, and administrative functions for devices supporting Equiinet Partners and Customers for problem resolution on Internet and VoIP offerings. Primary responsibility is to clear problems and/or escalate within specified time to lessen customer impact.

Principal Duties and Essential Functions

• Manage and prioritize technical tickets to meet agreed target resolution times       
• Provide a professional and courteous customer service experience
• Set customer expectations based on agreed processes
• Manage multiple issues simultaneously in environment where change is commonplace
• Make follow-up calls to clients on escalated technical issues and system status updates       
• Utilize interpersonal skills to build strong relationships
• Log/document all interactions and issues efficiently    
• Determine source of problems (hardware, software, user, etc.) & advise on resolution
• Provide technical support, to include training, to end users
• Assist in resolving issues with Internet Service Providers      
• Document issues by creating and/or contributing technical content
• Enhance procedures and policy documents for functions within the Technical Support Team
• Use trouble-shooting skills, advanced diagnostic tools, and experience to resolve issues   
• Work with remote technicians in the clearing of troubles and/or network outages
• Escalate to Senior/Lead Technician on shift as necessary for trouble resolution

Qualifications

• Position requires a minimum of two (2) years previous job-related experience     
• 1+ years providing excellent customer service and support within a technical organization
• Intermediate IT troubleshooting skills
• LAN/WAN, router, and firewall technologies
• VoIP / Telecommunications / SIP experience
• Understanding of & familiarity with call routing, auto attendant, etc.
• Familiar with SIP (Session Initiated Protocol), RTP (Real-time Transport Protocol)
• Familiar with TCP/IP, Ethernet, VLAN, NAT, DNS, DHCP, Ping, Telnet, Trace Route, etc.
• Familiar with VoIP technology, architecture, and standards
• Familiar with OSI model, Linux and IP Addressing     
• Familiar with ITSM (Service Management) Best Practices

Looking for someone with      

• Commitment to team building, documentation & good written communication skills       
• Adherence to performance measurement and goals
• Works on regular shift as well as unscheduled shift & beyond regular work hours
• Ability to handle stressful situations within time limitations
• Interpersonal and professional interaction skills (specifically soft skills)
• Organizational and time management skills
• Must have internet connectivity at home as this function participates in on-call rotation
• Ability to sit at a computer for long periods of time
• Ability to communicate clearly and effectively over the phone
• Performs other duties as assigned
• Good work ethics