Network Support Engineer
- USA
- Permanent
- Full-time
- Customer Support:
- Serve as the first point of contact for customer inquiries via phone, chat, and email.
- Adhere to defined Service Level Agreements (SLAs) for response and resolution times.
- Maintain high customer satisfaction scores and quality standards.
- Use established runbooks and playbooks to provide accurate and effective resolutions.
- Technical Troubleshooting:
- Troubleshoot technical issues by debugging, administering systems, and updating documentation.
- Leverage your knowledge of networking, systems administration, and basic scripting to resolve problems.
- Act as an advocate for customers by building a deep understanding of their most pressing issues and communicating them to senior engineers and program managers.
- Associate's degree in computer science, Technology, Engineering, or Mathematics; an additional 2 years of equivalent experience might be substituted for degree.
- 1+ years of experience with networking and cloud technologies.
- Working knowledge of either UNIX/Linux or Windows operating systems.
- The ability to effectively read and summarize information from runbooks and playbooks for customers.
- Google Cloud Platform (GCP) certification or a CCNA equivalent.
- Familiarity with customer service ticketing systems (ServiceNow).
- Active TS/SCI security clearance.
- Office-based work with extended periods of sedentary activity and occasional movement
- Travel by car or air to attend meetings and conferences as needed
- Frequent communication with colleagues, management, and clients, including presentation delivery and accurate information exchange