What are the responsibilities and job description for the Technical Analyst I position at C Squared Systems LLC?

Job Description

Technical Analyst I

Location :  Auburn, NH, East Syracuse, NY

Level : Non-Manager / Level 1 Technician

COMPANY INFORMATION

Established in 1999, C Squared Systems, LLC delivers cutting-edge RF engineering solutions to customers throughout the nation. Our team specializes in the design, installation, and maintenance of commercial and public network infrastructures, including Wi-Fi networks, Cellular Distributed Antenna Systems (DAS), and LMR / Public Safety Radio Communications.

In addition to engineering services, C Squared Systems develops SitePortal® , a proprietary application for monitoring and managing complex network environments. C Squared Systems also develops hardware solutions called SiteGate, SiteWatch, and SiteProbe to accompany and enhance the benefits of SitePortal®. SitePortal® streamlines network operations via powerful automations and real-time support from our dedicated Network Operations Center.

POSITION OVERVIEW

C Squared Systems seeks a qualified candidate to join our customer-facing support team as a Technical Analyst I . This role operates within our Network Operations Center and provides Tier I helpdesk services for SitePortal® customers. Basic responsibilities include answering questions about our SitePortal® software or assisting users with its various functionalities. This could also include helping the customer to troubleshoot any issues or questions they could have with our SiteGate, SiteWatch, or SiteProbe hardware products.

KEY RESPONSIBILITIES

Customer Communication

Answer customer calls and serve as the main point of contact, providing courteous and professional support.

Remote Troubleshooting

Determine if the reported issue is a bug or intended behavior.

Determine if the reported issue can be fixed using basic Tier I steps (clearing cache, restarting devices, updating software, or checking internet connections).

If applicable, perform Tier I remote troubleshooting services such as reviewing and helping with monitored device configurations or explaining what certain alarms indicate.

Utilize remote software to access both customer and internal hardware.

Ticket Management

Log and manage tickets in the system, documenting the reported issue, details about the customer’s software environment, and any initial troubleshooting measures.

Coordinate ticket resolution by escalating to the correct internal team / SME.

Collaborate with the Development team and other team members to gather information.

Follow-up with customers and internal teams to track progress to resolution.

Write clear summaries of completed work to keep stakeholders informed.

Retain ownership of problems through to resolution to ensure a high level or user satisfaction.

Knowing when to escalate problems to the next level of support.

Effectively prioritize the incoming queue of tickets or issues.

REQUIREMENTS

Core Skills

Provide excellent customer service through timely customer interaction with efficient follow-up.

Prior technical and / or software helpline experience is a plus.

Ability to demonstrate technical analysis, investigation, and problem-solving abilities.

Excellent written and oral communication skills.

Flexibility, adaptability, and ability to thrive under pressure.

Ability to meet defined goals and objectives while maintaining high-quality support services.

Experience working collaboratively within a team.

Ability to multitask and prioritize work based on objectives and deliverables.

Technical Proficiency

Comfortable using different types of software and logging-in to user interfaces for various device types.

Basic networking and troubleshooting knowledge would be a plus and includes knowledge of IP / subnets, ping / traceroute, nmap, and ARP.

Basic understanding of TCP / IP, SNMP, FTP, Telnet, and SSH.

COMPANY MISSION

C Squared Systems executes turnkey wireless solutions using state-of-the-art engineering tools to deliver RF solutions that exceed customer expectations. Our experience, technical expertise, and diverse projects in the wireless realm allow C Squared Systems to evolve alongside emerging technologies and the ever-changing needs of our customers.

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