Vero Networks
Vero Fiber Networks specializes in building and operating dedicated fiber networks for K-12 educators, data centers, wireless infrastructure, and open-access network customers. Our mission is to bridge the digital divide by delivering the most advanced and reliable networks.
Technical Support Representative
Location
United States
Posted
18 days ago
Salary
Not specified
High School2 yrs expEnglishFirewalls
Job Description
• Be actively logged in and available to answer all incoming calls from customers with the ability to identify, troubleshoot and resolve their issues
• Monitor inbound emails from customers and automated systems
• Create/manage incident and service request in the ticketing system
• Perform troubleshooting, fault identification and execute a resolution or a workaround to reestablish services as quickly as possible
• Coordinate maintenance and repairs with field support, network engineers, and vendors
• Provide regular notifications to customers on network outages and/or upgrades
• Document all processes and outages through the internal ticketing systems
Job Requirements
- Experience working 2-3 years in a technical support role
- High School diploma or GED
- Successful training or certification in Cisco, Cambien, Calix and Juniper
- Working knowledge of network technologies and components such as switches, routers, and firewalls and RF technologies such as LTE, wireless radios, Wi-Fi, etc.
- Understanding of the essentials of data and signal flow through a network
- Understanding of support tools, techniques, and how technology is used to provide wireless and fiber internet services
- Experience with telnet, RDP, traceroute, Ping and other network troubleshooting methods
- Excellent communication skills (written and verbal) and interpersonal skills such as telephone support skills, active listening and customer-care
- Ability to organize and prioritize work and adapt to changes quickly
- Self-guided approach to learning and gaining knowledge in addition to company provided training
- Self-motivated with the ability to work in a fast paced, team-based environment
- Ability to effectively solve problems or escalate issues as needed
Benefits
- No travel requirements
- Must be authorized to work in the United States
- is a staff position
- is a Nonexempt position
- Full-Time position
