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
To submit your resume for the technical support engineer position please email
[email protected]
The Perks
Healthcare
Equiinet offers a number of healthcare options, allowing our employees to pick the plan that best fits their needs.
Continuing Education
Equiinet invests in the team and their futures with support for continuing education, conferences and certifications.
Meals
Equiinet provides weekly company lunches and snacks to help sure employees stay energized throughout the day.
Technology Leader in Communications
Founded in 1998, Equiinet delivers the World’s Most Secure Communication Solutions. Equiinet’s award winning software provides small and medium sized businesses (SMBs) the mission critical security and voice applications that overcome the reliability and quality limitations of other providers and technologies.
Equiinet provides business phone systems , VoIP services, high speed Internet, connectivity 4G failover, Unified Threat Management, Bandwidth Optimization and Managed Router solutions to businesses through a single device over a broadband connection. Customers are supported by a 24/7 system monitoring and support, providing peace of mind and maximizing performance to make full use of the internet.
