MAJOR DUTIES

• Answer calls from customers and resolve any technical issues they report
• Remote access customers' software to resolve issues
• Maintain and troubleshoot VoIP and routers
• Keep accurate and up-to-date records of trouble tickets and their resolutions

OTHER DUTIES MAY INCLUDE...

• Maintain LAN/WAN connections, support high-availability, scalable LAN/WAN Enterprise network infrastructures, and manage the documentation and administration needs of a large enterprise LAN/WAN
• Troubleshoot access and communication issues in a variety of environments
• Maintain and support network infrastructures based on the latest technologies and methodologies
• Provide best quality customer service to customers
• Investigate new access methods and network technologies
• Document network architectures, design, and operational notes

REQUIREMENTS

• APPLICANT MUST LIVE IN MADISON OR ADJOINING COUNTY. NO OUT OF STATE APPLICATIONS.
• Must have EXCELLENT customer service skills/verbal skills and outgoing personality with the ability to demonstrate empathy, patience, and caring to customers over the phone.
• Must be willing to work 8am-11pm, 365 days a year including weekends and holidays.
• Proven troubleshooting skills (LAN/WAN, Internet, packet capture utilities (e.g. Sniffer), servers, clients and applications
• Growth in technical skills through certifications (CCNA/MCSE) or other similar achievements is required. Within a year of employment, the following certifications are expected to have been completed if you do not already have them: CCENT: Interconnecting Cisco Networking Devices Part 1 (ICND1), Cisco Certified Network Associate, Microsoft Certified IT Professional: Enterprise Desktop Administrator on Windows 7, Enterprise Administrator on Windows Server 2008
• Demonstrated performance in a technical work environment

PREFERRED

• Bachelor’s Degree (BS) in a technical discipline
• Experience with Cisco IOS or CISCO Certification preferred
• Programming and or scripting experience a plus
• Knowledge of or experience with TCP/IP, Routing, standard LAN/WAN technologies and common network designs
• Some experience as a field technician (basic cabling skills, basic telephone installation including RJ-21X, POTS)
• Experience with internetworking technologies (routing and switching), TCP, BGP, GLBP, trunking, VLANs and application architecture