What are the responsibilities and job description for the Technical Support Agent - Eden Prairie, MN - Night/FLEX (On-Site) position at US Signal Company LLC?
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 Eden Prairie, MN. This role is performed on-site. This position is Monday to Friday working 9:00 pm to 6:00 am CST. This position is a Night Flex role, meaning that the hours will change to cover scheduled or unscheduled absences.
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 onsite located at US Signal's data center in Eden Prairie, an Agent will also perform functions related to escorts, remote hands, walkthroughs, process deliveries, and some preventative maintenance work.
Functions/Responsibilities:
- Receive and respond to incoming customer calls, emails, and chats for technical support on US Signal services.
- Document ticket progress within US Signal's ticketing system.
- Probe customers for most valuable information in relation to trouble for accurate ticket documentation.
- Troubleshoot Tier 1 level customer issues and changes.
- Provide frequent status updates to customers regarding ticket status.
- Consistently meet and exceed SLAs.
- Communication and collaboration with internal departments particularly Engineering and Outside Operations.
- Data center walkthroughs to ensure the premises are secure.
- Preventative facilities work based on MOPs provided by US Signal Facilities team.
- Perform escorts and remote hands for customers at the data center.
- Process incoming deliveries at the data center.
- Special projects as deemed necessary by US Signal Leadership.
Competencies:
- Expert in customer service
- Knowledge of Data/IP Networking including IP Subnetting, NAT, DHCP, etc.
- 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
- Ability to communicate technical concepts to both technical and non-technical audiences.
Education/Experience:
The desired candidate will have minimum one year of customer service or IT-related experience. A B.S. in Telecom, Computer Science/Information Systems or Networking is a plus. Applicable Cisco Certifications are a plus.
Required Licenses(s)/Certifications(s):
Must be able to achieve CJIS certification within introductory period of employment.
What We Offer:
In return for your hard work and commitment, you will enjoy a supportive and inclusive workplace, along with the following benefits:
- Generous paid time off policy, including vacation, sick time, and 10 paid holidays
- Competitive and comprehensive medical, dental, and vision benefits plans with Flexible Spending benefits including medical/dental expenses and dependent care
- 401(k) retirement plan with a generous contribution
- Group Term Life Insurance covered 100% by employer
- Wellness program to promote overall employee well-being
- Health club reimbursement
- Paid volunteer time
- Business casual dress code
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.
If you are looking to be part of a dynamic team, please apply now.
Equal Opportunity Employer
Working Conditions and Physical Demands:
This position operates in a variety of environments. While most of the time is spent in a professional office environment routinely using standard office equipment, there are some physical demands related to the data center work including sitting, standing, lifting up to 50lbs, climbing ladders or scaffolding, repeated bending, crouching, stooping, stretching and/or crawling.
Benefits:
What We Offer:
In return for your hard work and commitment, you will enjoy a supportive and inclusive workplace, along with the following benefits:
- Generous paid time off policy, including vacation, sick time, and 10 paid holidays
- Competitive and comprehensive medical, dental, and vision benefits plans with Flexible Spending benefits including medical/dental expenses and dependent care
- 401(k) retirement plan with a generous contribution
- Group Term Life Insurance covered 100% by employer
- Wellness program to promote overall employee well-being
- Health club reimbursement
- Paid volunteer time
- Business casual dress code
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.
If you are looking to be part of a dynamic team, please apply now.
Equal Opportunity Employer
