About Us
Our client is a leading managed service provider delivering business security, managed network, UCaaS, and business intelligence solutions to distributed enterprises. We enhance security, streamline connectivity, optimize operations and reduce IT costs, maximizing ROI for the nation’s top brands. Our company vision is to enable enterprises to innovate faster and adapt to market forces. We bring this to life through our mission of inspiring B2C enterprises to deliver amazing customer experiences by safeguarding people and assets, enabling seamless connectivity solutions, and uncovering business insights.
Our mantra as a team is relentless customer support. We are passionate, and quite honestly obsessed, about delivering an amazing customer experience. We do this through fostering an Interface company culture for our employees focused around collaboration, commitment and fun. Come join our dynamic and growing team and make a direct impact in a company committed to growth and transformation, all in service of delighting our customers and our employees.
Overview
The mission of the Network Installation Support team is to provide oversight, guidance, and troubleshooting expertise on installation projects, all with a smile. Complex integrated solutions require dynamic subject matter experts in networking, security, video, and business intelligence solutions that can think on their feet. This role was purposefully designed to meet our customer’s unique business and technology support needs.
The Network Installation Support Agent - Tier 2 is responsible for promoting a culture of excellence and executing strategic business plans to meet our goals of world class support for field technicians and zero installation defects for our customers.
This position is part of a remote, work from home team of Installation Support Agents that provide end-to-end installation support to field engineers; supporting the achievement of milestones, troubleshooting and ensuring that network services are installed, programmed, tested and onboarded, per the scope of work, accurately, efficiently, and mistake free.
The ideal candidate will possess a technical background in all the supported Managed Network & Voice installation types; SD-WAN, Firewall, Switches and WiFi, SASE, VoIP, and PCI Compliance.
Responsibilities
· Be the primary point of contact for Field Engineers conducting new installations.
· Create successful installations for our internal and external customers by delivering courteous, consistent, and mistake free installation support in a timely manner.
· Provide professional, knowledgeable, respectful and effective installation support, primarily by phone, but also by chat/messaging, and email.
· Effectively operate within a fast-paced environment, manage multiple tasks simultaneously and proficiently negotiate demanding internal and external customer requirements and expectations.
· Support the achievement of installation milestones, assist with troubleshooting and ensure that network services are installed, programmed, tested and onboarded, per the scope of work, accurately, efficiently, and mistake free.
· Consistent use of and adherence to customer specific Installation Support Guides and Installation Success Checklists.
· Maximum effort towards the achievement of Goals, Objectives and established Key Performance Indicators (KPI’s).
· Work closely with Project Management, Field Operations, Network Engineering, Network Operations, and Customer Success; obtain additional information when necessary and provide status updates to ensure customer expectations are met.
· Observe lunch and break schedules to help maintain sufficient coverage throughout the day.
· Partake in continuous learning; acquire new skills, enhance knowledge, and build the capabilities necessary to achieve greater success for self and team.
· Regularly communicate with the Associate Manager, Network Installation Support; inform of areas of opportunity within the team, such as staffing, training and equipment needs, and alert to potential risks and/or challenges.
· Promptly communicate knowledge of all internal and external customer complaints to the Associate Manager, Network Installation Support.
· Accurate and timely entry of punch corrections and paid leave requests.
· Perform other duties as assigned by the Associate Manager, Network Installation Support and/or Director, Installation Support.
Core Competencies
· Self-starter capable of working both independently and in a team environment.
· A dedication to meeting and exceeding customer expectations.
· Creative problem-solving and innovative thinking.
· Exceptional communication and influencing skills to communicate effectively and credibly, both verbally and in writing to a wide variety of audiences.
· Positive “Can Do” attitude with the ability to connect with individuals and motivate teams.
· Ability to show patience and understanding while assisting and educating Field Engineers during installation events and when troubleshooting.
· Detail oriented with strong organizational skills and a focus on accuracy and quality of work.
· Excellent time management skills with a proven ability to meet deadlines.
· Adaptable, flexible, and willing to embrace change to achieve company and departmental objectives.
· Initiative to learn and stay current with technologies and solutions.
· Commitment to continuous improvement.
Qualifications
· Minimum of 2 years of installation and/or technical support helpdesk experience with a managed service provider.
· Understanding of Broadband Carrier circuit quality requirements including trouble ticketing and escalation procedures. Common practices of Broadband Carrier related circuit acceptance process, cooperative testing with Broadband Carrier field services, customer-vendor testing and all associated Test and Turn-up practices.
· Working knowledge of local area network (LAN) topology using fundamental customer premise models, such as home/office, corporate office, and small business office Ethernet applications. This includes common end-user operating systems, internal/external DMARC identification, 66/110 blocks, and PBX. In addition, an understanding of TCP/IP inter-networking fundamentals is necessary, to include network address translation, IP protocols, host/port mapping, subnets, gateways, and a logical understanding of customer premise equipment (CPE) such as hubs, routers, switches, and PBX.
· Demonstrated ability in coordinating real-time voice conversions between the carrier and customer, local and long-distance number porting ISS VoIP Partner. This also includes principal knowledge of ILEC organizational structure and their generally accepted escalation methods and procedures.
· Experience in dealing with RBOCs in the acceptance and repair of DSL and T1 loops including opening ILEC trouble tickets and escalating those tickets through to completion.
· Knowledge of T1, Cable, 4G, and DSL testing of circuitry including continuity, background interference, electronic loopback, shorts, grounds, crosses, splits, and bit error rate testing.
· Working understanding of switching, LAN topology, PSTN and TCP/IP inter-networking
· Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, clients, vendors, and executive management.
· Certifications related to IT/Network technologies a plus.
· Experience utilizing Microsoft Office software tools.
Software Powered by iCIMS
www.icims.com