Talent.com
Technical Support Engineer

Technical Support Engineer

equiinetLas Vegas, Nevada, US
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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
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    Technical Support Engineer • Las Vegas, Nevada, US