What are the responsibilities and job description for the Technical Support Specialist – Systems (Tier 2) position at US Signal?
Job Description:
What we do:
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.
What You'll Do:
The Technical Support Specialist - Systems is part of the Technical Operations Center team and is responsible for all level one and two customer support for the US Signal Cloud, Disaster Recovery, and Data Protection services. The primary function of the Tier 2 Specialist is to provide a world-class level of customer service with an efficient and timely resolution of cases. This role acts as an escalation point and mentor to the Tier 1 Support Agents. A Specialist must be competent in each of US Signal's Cloud offerings, including VMWare ESXi, VMWare vSphere, VMWare Cloud Director, SoftNAS as well as Data Protection offerings, including Zerto, Avamar, Acronis Backup, Veeam Backup Recovery and Archive, Cohesity Data Management, and Remote Monitoring and Management through nAble. This position also requires competency in all facets of Windows and Linux Server problem isolation and resolution. Strong networking background is also a plus.
This position typically works Monday through Friday, 8 AM - 5 PM. This position is required to participate in an alternating on-call schedule as outlined by the Supervisor of Technical Operations.
Key Responsibilities:
Required Experience:
The majority of the time is spent in a professional office environment and this role routinely uses standard office equipment.
Required License(s)/Certification(s):
Active CCNA (or higher) preferred.
What We Offer:
In return for your hard work and commitment, you will enjoy a supportive and inclusive workplace, along with the following benefits:
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.
US Signal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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:
What we do:
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.
What You'll Do:
The Technical Support Specialist - Systems is part of the Technical Operations Center team and is responsible for all level one and two customer support for the US Signal Cloud, Disaster Recovery, and Data Protection services. The primary function of the Tier 2 Specialist is to provide a world-class level of customer service with an efficient and timely resolution of cases. This role acts as an escalation point and mentor to the Tier 1 Support Agents. A Specialist must be competent in each of US Signal's Cloud offerings, including VMWare ESXi, VMWare vSphere, VMWare Cloud Director, SoftNAS as well as Data Protection offerings, including Zerto, Avamar, Acronis Backup, Veeam Backup Recovery and Archive, Cohesity Data Management, and Remote Monitoring and Management through nAble. This position also requires competency in all facets of Windows and Linux Server problem isolation and resolution. Strong networking background is also a plus.
This position typically works Monday through Friday, 8 AM - 5 PM. This position is required to participate in an alternating on-call schedule as outlined by the Supervisor of Technical Operations.
Key Responsibilities:
- Work independently and act as a point of escalation for level II Cloud related issues.
- Mentor Support Agents to develop skills as opportunities present themselves.
- Troubleshoot various levels of Windows and Linux Server related issues using available server access methods.
- Receive incoming customer calls for trouble/technical support, acting as a subject matter expert for Cloud related issues.
- Probe customers for most valuable information in relation to trouble for accurate trouble tickets.
- Special projects and assignments as deemed necessary by USS management.
Required Experience:
- Expert in customer service.
- Experience with VMWare, and Windows Server/Linux Operating Systems.
- Experience working with backup and disaster recovery platforms.
- Familiarity with best practices in Business Continuity and Disaster Recovery.
- Understanding of virtual environments and overall Cloud infrastructure.
- High level of analytical ability.
- Attention to detail and accuracy and excellent organization skills.
- Excellent oral and written communication skills.
- Ability to work well with all areas of the US Signal organization as well as external customers and vendors.
- Knowledge of Data/IP Networking including IP Subnetting, NAT, DHCP, etc.
- Technical training in VMware, virtualization, and/or cloud computing.
- BS in Computer Science, Information Systems, Network Administration or Systems Administration desirable.
- Experience in Windows Server is required.
- Familiarity with server architecture and design is essential.
- Previous experience with VMware or virtual environments preferred.
- Extensive experience with Data/IP Network Maintenance is preferred.
- Technical experience in a data center, ISP or telecom environment is desired.
- Experience working in a process driven helpdesk environment.
The majority of the time is spent in a professional office environment and this role routinely uses standard office equipment.
Required License(s)/Certification(s):
Active CCNA (or higher) preferred.
What We Offer:
In return for your hard work and commitment, you will enjoy a supportive and inclusive workplace, along with the following benefits:
- Hybrid work environment for greater work-life balance
- 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
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.
US Signal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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:
- Hybrid work environment for greater work-life balance
- 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
