Tier 1 Support Technician

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  • Location:

    Austin

  • Job type:

    Contract

  • Job ref:

    384002

  • Published:

    about 1 month ago

  • Expiration date:

    11/25/2022

  • Start date:

    ASAP

Job Summary:

Signature Consultants is seeking a Tier 1 Support Technician for an opportunity with a client located in Austin, TX.

Responsibilities:

  • Manage Help Desk tickets in a timely manner

  • Respond to customer issues via phone, email and computer chat

  • Provide customer assistance

  • Document customer interactions

  • Run diagnostics to resolve customer reported issues

  • Escalate issues to the next Tier with next level of difficulty

  • Install, make changes and repair computer hardware and software

  • Follow-up with customers to ensure issues are resolved

Qualifications:

  • Two or more years of technical support experience in a Technical Assistance Center (TAC), NOC or operations center environment

  • Two or more years of network troubleshooting in an operations center

  • Two or more years of experience working with either fiber-based networking or managed services, such as Fiber Internet Access, High-Speed Data, Ethernet, Managed Network Services, Managed Security Services, Managed WiFi Services, Enterprise Trunking, Hosted Voice or Enterprise TV Services

  • Experience with network protocols, radio frequency (RF), routers, layer-2 switches, virtual private network (VPN), course wavelength division multiplexing (CWDM), hybrid-fiber coax (HFC) plant and delivery system, routing protocols and policies, Wi-Fi and voice over internet protocol (VoIP) platforms

  • Skilled in troubleshooting technical issues, failed equipment, facility issues and escalating as appropriate to provide quality service

  • In-depth knowledge of enterprise hardware and software technical environments

  • Know the pros and cons of coaxial cable and fiber optics

  • Learn quickly within a team environment

  • Ability to thrive under pressure while making decisions independently, resolving issues and demonstrating a sense of urgency

  • Proficient with Microsoft Word, Excel, PowerPoint and Outlook

  • Effective written and spoken English communication skills with all levels of an organization

  • Bachelor's or Associate degree in a technical field or an equivalent combination of education, training and experience (required)

  • Cisco or Juniper certification or equivalent industry-recognized certificate (preferred)

About Signature Consultants

Signature Consultants, a Digital Intelligence Systems, LLC (DISYS) company, was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. Signature annually deploys thousands of consultants to support, run and manage their clients' technology needs. Signature offers IT staffing, consulting, managed solutions and direct placement services. For more information on the company, please visit https://www.sigconsult.com.


EEO Employer


Signature Consultants is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Signature will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 888.838.1020.