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Posted: Thursday, February 8, 2018 12:10 AM


Simply Bits - Tucson, AZ

Summary Network Support Engineer provides primary support for Simply Bits customers via telephone, email, CRM system or system alerts.

Answer incoming calls, documents customer support requests and provides front line resolution or escalates the issue within the support system.

Essential Duties and Responsibilities

Responsible for troubleshooting and documenting customer issues relating to Internet connections, fax solutions, voice solutions, data services and any other products and services;

Answer incoming customer support calls, gather customer problem description and document in the CRM ticketing system;

Monitor customer support ticketing systems including email, voicemail, device monitoring applications, and contacting customers when necessary;

Monitor customer devices and network infrastructure for unreported service issues and diagnosis customer problems;

Independently research and diagnosis issues to determine root cause, or escalate issue to appropriate team in a timely manner within established department standards;

Provide excellent customer service, ensuring problem and solution follow through and creating detailed problem resolution notes;

Program and configure routers, firewalls, wireless devices, VoIP devices and other networking equipment;

Provision and de-provision routers, Subscriber Modules (SMs) and other networking equipment;

Continuous expansion of technical knowledge and understanding of technologies relevant to Simply Bits’ ISP and VoIP services;

Evaluate existing networks and recommend design and programming changes to improve performance and reliability;

Design, program and implement software programs to improve customer support tools, reports and diagnostics;

Maintain accurate and timely notes in CRM for all work performed for customers;

Responsible for creating and maintaining on-going documentation of support department processes and procedures;

Assist support management with documentation of policies and procedures;

Must be able to work nights and weekends, variable schedule(s) and overtime as necessary;

Participate in after hours on-call support pager rotation that may require travel to customer site as needed;

Other duties as directed by the manager.

Supervisory Responsibilities This position has no supervisory responsibilities.

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 Experience

Requires Associates Degree in the computer technical field and minimum of 2 years of experience in the telecommunications field or related area; equivalent work experience will be considered;

Experience providing customer service or technical support is desirable;

Experience in troubleshooting VLANs, LANs, network access, fixed wireless and Wi-Fi issues;

Experience desired with Linux OS, Asterisk phone system and software programming.

Knowledge, Skills, and Abilities

Good working knowledge of personal computers, LANs, software, programming and data communications packages, including but not limited to, Unix / Linux Operating Systems, Microsoft Operating Systems, Office applications and Visio diagraming software;

Knowledge of software programming, VoIP systems and Linux OS is a plus;

Ability to obtain technical certifications as directed by management; such as, but not limited to, MikroTik MTCTCE and MTCNA certification, Computer+, Network+ and Security+ within 6 months of employment;

Ability to complete Simply Bits Advanced technical network training; such as but no limited to, Advanced MikroTik Networking, Tunneling and VPNs;

Strong organizational skills and ability to communicate effectively, both orally and in writing;

Possess excellent interpersonal skills in the areas of collaboration, team participation, creative problem solving, conflict resolution, group planning and decision-making processes;

Strong technical presentation skills to development and delivery effective communications;

Ability to establish and maintain positive, professional, collaborative and effective working relationships as necessitated by work assignments to plan and accomplish goals;

Possess excellent interpersonal skills in the areas of collaboration, team participation, creative problem solving, conflict resolution, group planning and decision-making processes;

Possess a self-starter personality with the ability to prioritize tasks based on severity, urgency and scope;

Ability to independently perform a variety of complicated network diagnostics, trouble shooting and programming tasks;

Ability to provide excellent customer service and detailed customer support notes;

Ability to manage multiple projects and client engagements simultaneously;

Willingness to exchange information with clients and colleagues;

Maintain confidentiality of company and client records and information;

Ability to drive between company office and client sites, as assigned.

Language Skills Requires the ability to record and deliver information, to explain
procedures, to follow oral and written instructions.

Ability to read, analyze, and interpret a variety of correspondence, reports, forms, articles, proposals, contracts, and common scientific and technical journals.

Ability to prepare correspondence, reports, forms, evaluations; and to respond to common inquiries or complaints using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style.

Ability to effectively present information to a variety of diverse audiences with poise, voice control, and confidence.

Mathematical Skills Requires the ability to utilize mathematical formulas; to add and subtract; multiply and divide; utilize decimals and percentages; and to apply the principles of descriptive statistics, statistical inference and statistical theory.

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability Ability to define problems, collect data, establish facts, and draw valid conclusions.

Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; use hands to finger, handle, or operate computers, objects, tools, or controls; reach with hands and arms; and talk or hear.

The employee frequently is required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 50 pounds.

Specific vision abilities required by this job include close vision, color vision, distance vision, peripheral vision, and ability to adjust focus.

Must be physically able to operate a motor vehicle.

Able to work evenings, weekends and holidays as required.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; outside weather conditions and risk of electrical shock.

Will occasionally be required to evaluate and/or repair equipment that may involve exposure to high voltage, exposed wiring, and/or high temperature components.

Risk of personal injury is low. The noise level in the work environment is usually moderate.

Frequent exposure to common cleaning chemicals.

Occasional exposure to thermal components/chemicals that may or may not be covered by MSDS (Material Safety Data Sheet).

Works within an electro static discharge (ESD) safe environment and exhibits proper ESD safe behavior.

Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to perform this job.

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Simply Bits is an equal opportunity employer.

• Location: Tucson

• Post ID: 67382542 tucson is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018