Technical Support Engineer 8/9/2016

confidential Company San Diego, CA

Company
confidential Company
Job Classification
Full Time
Company Ref #
28656556
AJE Ref #
575828332
Location
San Diego, CA
Job Type
Regular

JOB DESCRIPTION

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SUMMARY: Responsible for providing technical, software, hardware, and network support to clients by performing diagnosis and troubleshooting while guiding users through step-by-step recommendations and solutions.

RESPONSIBILITIES:

Diagnose and resolve technical issues related to network connectivity, VoIP, and colocation services.

Track requests and projects while documenting progress and outcomes within internal ticketing system.

Identify and escalate situations of an urgent or critical nature.

Assist clients in identifying various components of networking equipment throughout the troubleshooting process.

Analyze and investigate trends of service use by clients to identify proactive measures of resolution or upsell opportunities.

Coordinate onsite dispatches and maintenance windows with both clients and vendors.

Train clients on the functionality and best practices of our voice services.

Work with vendors to test and resolve circuit issues at a higher level.

Provide primary after-hours support as part of an on-call rotation team.

Assist clients in adding, removing, and making various changes to their services to meet their needs while updating billing information as needed.

Create, edit, and manage documentation related to client configurations.

Other duties as assigned by management.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

High school diploma or general education degree (GED)

Minimum 1 year of employment in a client-facing help desk, technical support, or customer service role or equivalent experience

KNOWLEDGE, SKILLS AND ABILITIES:

Preliminary IT certifications preferred (A+, CCENT, etc.)

Communicate simply, effectively, and in a non-technical manner so that individuals who do not have a technical background can understand what is being discussed

Knowledge of computer networks and remote troubleshooting techniques

Perform research, gather facts, and prepare recommendations to resolve complex situations

Keep accurate records while writing, updating, and/or reviewing detailed documentation and manuals for applications, network configurations, and hardware settings

Ability to effectively manage time and in dealing with multiple priorities

Understanding of how the loss of our service impacts clients and their ability to perform business

Networking hardware and/or VoIP configuration experience a plus

OTHER REQUIREMENTS

Must have current and valid driver's license must be able to provide proof of vehicle insurance

Must be able to utilize personal vehicle to travel to client locations to perform required work

On occasions, may be required to travel in order to service clients