What are the responsibilities and job description for the Technical Support Agent position at US Signal Company LLC?
Job Description
Job Description
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 Des Moines, IA. This role is performed on-site. This is a night shift position working 7 p.m. to 7 a.m. Sunday through Tuesday and every other Wednesday.
The Technical Support Agent is responsible for all level one customer trouble and support for the US Signal Network, and display abilities to triage complex issues to the proper tier within the US Signal TOC. Agents will also be competent in facets of IP, Networking & Routing, Firewalls and US Signal's Cloud services.
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.
- High potential of analytical ability and knowledge for US Signal products
- 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 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 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
