Technical Support Agent (Tier 1) - Detroit Metro
3.
8 Van Buren, MI Van Buren, MI Full-time Full-time From $50,000 a year From $50,000 a year 12 days ago 12 days ago 12 days ago US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services -- all powered by its expansive, robust fiber network.
US Signal also helps customers optimize their IT resources through the provision of managed services and professional services.
We are seeking a Technical Support Agent to join our team in Detroit, Michigan.
This role is performed on-site.
The Technical Support Agent is part of the Technical Operations Center team and is responsible for all level one support for US Signal services.
The primary function of the Technical Support Agent is to provide a world-class level of customer service with an efficient and timely resolution of cases.
This role acts as front-line support for customer contact.
A Support Agent will be familiar with T1, DS3, SONET & DWDM Optical Transport facilities, MUXES, DACS, Ethernet Technologies, IP, Networking & Routing, IP interfaces, Firewalls, configurations (Cisco IOS and Adtran AOS), VMWare, SoftNAS, Zerto, Avamar, Acronis Backup, Veeam Backup Recovery and Archive, Cohesity Data Management, and Remote Monitoring and Management through nAble.
As this position is mostly onsite located at US Signal's data center in metro Detroit, an Agent will also perform functions related to escorts, remote hands, walkthroughs, process deliveries, and some preventative maintenance work.
There is some limited work from home flexibility.
Functions/
Responsibilities:
Receive incoming customer calls for trouble/technical support Create trouble tickets for incoming customer calls utilizing US Signal proprietary ticketing software Probe customers for most valuable information in relation to trouble for accurate ticket documentation.
Work customer trouble tickets.
Perform escorts and remote hands for customers at the data center.
Process incoming deliveries.
Troubleshoot various levels of Ethernet and IP related issues using remote secure session access to Core/PE/Premise managed Cisco (7609, 1841, ASR 1000/9000 series) and Adtran (3200 series) routers, and Ethernet aggregation/premise devices (TA5000, 818, 838, etc.
) for various levels of service from 3Mb bonded services to Gigabit Ethernet Cooperatively test and work with external vendors, partners and LECs to sectionalize and repair network and local loop issues Provide continual status updates to customers regarding trouble tickets Cooperatively work with other internal US Signal departments such as Engineering and Outside Operations.
Open internal trouble tickets on USS hardware/software issues and assign to appropriate groups Data center walkthroughs to ensure the premises are secure.
Preventative work based on MOPs provided by US Signal Facilities team.
Special projects as deemed necessary by USS management.
Competencies:
Expert in customer service Strong knowledge of Data/IP Networking including IP Subnetting, NAT, DHCP, etc.
Strong knowledge of routing protocols including BGP and OSPF High level of analytical ability Attention to detail and accuracy Excellent organization skills Ability to multitask in a fast-paced environment Ability to work well with all areas of the US Signal organization as well as external customers and vendors Education:
The desired candidate will have technical training in IP, networking, routing, and telecommunications.
A B.
S.
in Telecom, Computer Science/Information Systems or Networking is a plus.
CCNA preferred, or other applicable Cisco Certifications.
Experience:
The desired candidate will have experience in Microsoft Windows and Office, familiarity with network tools (i.
e.
ping, trace route, nslookup, etc.
).
Working Conditions and Physical Demands:
This position operates in a variety of environments.
The majority of the time is spent in a professional office environment as well as a data center and this role routinely uses standard office equipment.
All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data.
All employees are responsible to ensure actions comply with state and federal regulations and requirements.
We are interested in every qualified candidate who is eligible to work in the United States.
However, we are not able to sponsor visas at this time.
We offer a competitive compensation and benefits package including a 401k plan with a match.
If you are looking to be part of a dynamic team, please apply now.
Equal Opportunity Employer Job Type:
Full-time Pay:
From $50,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Retirement plan Vision insurance Schedule:
12 hour shift 8 hour shift Weekends as needed Supplemental pay types:
Bonus opportunities Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
8 Van Buren, MI Van Buren, MI Full-time Full-time From $50,000 a year From $50,000 a year 12 days ago 12 days ago 12 days ago US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services -- all powered by its expansive, robust fiber network.
US Signal also helps customers optimize their IT resources through the provision of managed services and professional services.
We are seeking a Technical Support Agent to join our team in Detroit, Michigan.
This role is performed on-site.
The Technical Support Agent is part of the Technical Operations Center team and is responsible for all level one support for US Signal services.
The primary function of the Technical Support Agent is to provide a world-class level of customer service with an efficient and timely resolution of cases.
This role acts as front-line support for customer contact.
A Support Agent will be familiar with T1, DS3, SONET & DWDM Optical Transport facilities, MUXES, DACS, Ethernet Technologies, IP, Networking & Routing, IP interfaces, Firewalls, configurations (Cisco IOS and Adtran AOS), VMWare, SoftNAS, Zerto, Avamar, Acronis Backup, Veeam Backup Recovery and Archive, Cohesity Data Management, and Remote Monitoring and Management through nAble.
As this position is mostly onsite located at US Signal's data center in metro Detroit, an Agent will also perform functions related to escorts, remote hands, walkthroughs, process deliveries, and some preventative maintenance work.
There is some limited work from home flexibility.
Functions/
Responsibilities:
Receive incoming customer calls for trouble/technical support Create trouble tickets for incoming customer calls utilizing US Signal proprietary ticketing software Probe customers for most valuable information in relation to trouble for accurate ticket documentation.
Work customer trouble tickets.
Perform escorts and remote hands for customers at the data center.
Process incoming deliveries.
Troubleshoot various levels of Ethernet and IP related issues using remote secure session access to Core/PE/Premise managed Cisco (7609, 1841, ASR 1000/9000 series) and Adtran (3200 series) routers, and Ethernet aggregation/premise devices (TA5000, 818, 838, etc.
) for various levels of service from 3Mb bonded services to Gigabit Ethernet Cooperatively test and work with external vendors, partners and LECs to sectionalize and repair network and local loop issues Provide continual status updates to customers regarding trouble tickets Cooperatively work with other internal US Signal departments such as Engineering and Outside Operations.
Open internal trouble tickets on USS hardware/software issues and assign to appropriate groups Data center walkthroughs to ensure the premises are secure.
Preventative work based on MOPs provided by US Signal Facilities team.
Special projects as deemed necessary by USS management.
Competencies:
Expert in customer service Strong knowledge of Data/IP Networking including IP Subnetting, NAT, DHCP, etc.
Strong knowledge of routing protocols including BGP and OSPF High level of analytical ability Attention to detail and accuracy Excellent organization skills Ability to multitask in a fast-paced environment Ability to work well with all areas of the US Signal organization as well as external customers and vendors Education:
The desired candidate will have technical training in IP, networking, routing, and telecommunications.
A B.
S.
in Telecom, Computer Science/Information Systems or Networking is a plus.
CCNA preferred, or other applicable Cisco Certifications.
Experience:
The desired candidate will have experience in Microsoft Windows and Office, familiarity with network tools (i.
e.
ping, trace route, nslookup, etc.
).
Working Conditions and Physical Demands:
This position operates in a variety of environments.
The majority of the time is spent in a professional office environment as well as a data center and this role routinely uses standard office equipment.
All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data.
All employees are responsible to ensure actions comply with state and federal regulations and requirements.
We are interested in every qualified candidate who is eligible to work in the United States.
However, we are not able to sponsor visas at this time.
We offer a competitive compensation and benefits package including a 401k plan with a match.
If you are looking to be part of a dynamic team, please apply now.
Equal Opportunity Employer Job Type:
Full-time Pay:
From $50,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Retirement plan Vision insurance Schedule:
12 hour shift 8 hour shift Weekends as needed Supplemental pay types:
Bonus opportunities Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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