Level 2 WAN Tech - Interface Security Systems, Earth City, MO
Job Title: Level 2 WAN Tech
Branch: Earth City, MO
Since the early 1980’s, Interface and its family of companies have exceeded customer expectations by providing electronic security solutions, IP integration and managed broadband solutions for enterprise, business. Each product is designed and engineered to meet specific needs. We connect and protect tens of thousands of customers coast-to-coast ranging from small businesses to large multinational Fortune 100 corporations.
The Level 2 WAN Tech is responsible for providing phone, DSL and network support to customers. Also providing professional technical support for Interface customers on a varied 8 or 12 hour shift with possible 24/7 365 coverage in the center. Troubleshoot and resolve customer problems relating to DSL and Digital Voice hardware, software, LAN/WAN and other IT related issues.
Job Responsibilities
- Provide Customers with professional and courteous customer service
- Ensure all customer interactions are thoroughly documented within the ticketing system
- Meet established business objectives and comply with documented best practices
- Proactively maintain current product knowledge
- Identify, communicate, and escalate potential issues or challenges
- Take accountability to solve issues from beginning to end
- Diagnose and resolve technical service problems with customers
- Actively participate in a team environment
- Diagnose and resolve technical service problems with customers
- Provide technical support to customers
- Escalation point for install issues and service issues
Minimum Qualifications
- CCNA/CCNP required
- Minimum 3 years experience in WAN networking environment, working with Cisco routers
- Thorough working knowledge of the TCP/IP stack, installation and troubleshooting
- TCP/IP, LAN/WAN, Frame Relay, DSL, ATM, Transport testing, CSU/DSU
- VoIP experience a plus
- Linux knowledge a plus
- Possess strong written and verbal communication skills
- Have excellent customer service, interpersonal, communication, and organizational skills
- Demonstrate the ability to multi-task (type and talk, type and listen)
- Able to work in a fast-paced environment and adapt to an evolving environment
- Possess strong computer proficiency
- Demonstrate strong diagnostic and troubleshooting skills
- Previous experience within a technical helpdesk and/or networked environment and/or customer service (preferably in a call center environment) is a plus
- Available to work a flexible shift (including evenings, midnights, weekends and holidays) in an environment operating 7 days a week, 24 hours a day
We provide excellent benefits like health, dental, vision, vacation pay, 401(k) and much more.
Please submit resume to jobs@interfacesystems.com.