Technical Support Engineer 24/07

We are looking for Technical Support Engineer in Richmond, Virginia USA!

The role

For assisting all customers with 24/7 and Local support Network Level 3 diagnostics queries and solutions set ups. This role will be responsible for ensuring standards of service expectations and SLAs are met. General duties ranging from responding to customer requests/queries via phone, chat and Zendesk (ticket management system), managing relationships with customers by supporting their SIM network queries. The 24/7 support is in English.

Essential Responsibilities:

• Support for end customers, dealers and distributors. Provide troubleshooting and technical support via phone, and email
• Troubleshoot and resolve incidents related services: IPSEC / SSL/Open VPN Connections, configure vLANs, VRF's, Access Lists, Routing protocols (OSPF, BGP) and Routing Policies as required.
• Liaison with Mobile Networks to identify root cause of problems and issues.

Background

Wireless Logic is a fast-growing leader in communications services for M2M and the Internet of Things (IoT). We are looking for an experienced, energetic, professional, and focused individual to work in a busy Service Desk tiered environment, dealing with all aspects of 1st line support and diagnostics and a custodian of the Customer Experience.

Key relationships

Interfacing with colleagues, suppliers and industry specialists and 3rd party service providers.

Expertise Required (Some of these may be evolved over time in role/training)

• 4 years of Networking experience in a NOC/ISP/MSP
• CCNP Enterprise or Service Provider level
• Mandatory experience working with Cisco Routers, Switches and Firewalls
• Strong technical and analytical skills.
• Experience with Monitoring Tools (PRTG)
• Strong understanding of Ethernet, TCP/IP routing, Policy based routing, IPsec/SSL/Open VPN, VRFs
• Solid experience in problem analysis and resolution of problems.
• Ability to handle clients professionally during all interfaces
• Innovative thinker who is positive, proactive, and readily embraces change
• Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
• Proven ability to function in a self-directed environment
• Sales support to help resellers and end users select, optimal installation configurations in a complex network environment
• Well-developed written and verbal communication skills including English, other languages an advantage

Behaviours

• Time management and leadership skills.
• Task finisher sees tasks through to completion
• Detail-oriented and capable of delivering at high level of accuracy.
• Strong problem-solving skills
• Strong prioritisation skills and ability to work with stakeholders to agree key priorities.
• Ability to work across teams and departments to gain input and feedback.
• Positive outlook in meeting challenges and working to a high level.
• Well-developed interpersonal and communication skills.

Why work with us?

• The opportunity to work for an entrepreneurial Company.
• Full training, ongoing support, and the tools you need to grow and develop in your role
• We are a company with a heart and who genuinely values and respects its employees

Who are we?

A new thing, device or asset is connected to Wireless Logic’s cellular platform every 18 seconds of every day. And today, Wireless Logic Group has over 8 million IoT SIM subscriptions active in 165 countries, with collaborative partnerships that provide reach into more than 750 global networks.

The group is entirely customer and market-driven, meeting customers where they are to help them innovate by providing expert service and the most flexible, resilient and secure connectivity solutions in the market.

Wireless Logic’s purpose-built IoT connectivity platforms connect (globally and locally) across multiple mobile networks and technologies to give customers a single management window for their assets. It provides the ultimate connectivity, control and security.

Wireless Logic Group is backed by Montagu Private Equity, one of the world’s leading private equity-backed investors, giving Wireless Logic Group unrivalled financial strength.

Where do I apply?

If this sounds like a role, you are interested in please submit your application directly through our website including your CV.

Wireless Logic LTD are an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.