Service Installation Specialist

Location: US, Remote

Our Team:

Managed connectivity services is a dynamic environment dedicated to excellent customer service and its team members are expected to provide input and suggestions for helpdesk improvement that leads to improved customer satisfaction.

Job Summary:

The Service Installation Specialist (tech) is a part of the Atlanta based help desk group that operates on a 24/7/365 basis (24 hours, seven days a week, all 365 days each year). The position normally works during business hour but may include overnight and weekend shifts.

The tech is responsible for guiding on-site field technicians through the installation procedures and the related best practices guidelines to deploy fixed wireless solutions in an enterprise environment. The tech must have the ability to communicate the information to field technicians that will lead to successful installations on the first try within the budgeted timeframe. The technician must possess advanced troubleshooting and problem-solving skills that will be applied to customer tickets as well as during the critical field installation. The individual will work with other support tiers, management, and network engineers to troubleshoot connections and resolve customer issues. This individual will have a secondary role as time allows to resolve moderately complex tickets and escalated customer issues.

Responsibilities:

Responsible for guiding field technicians through the MCS installation certification procedures while adhering to the best practices guidelines. As part of the help desk group, the tech will also utilize its technical knowledge and skills to assist with tickets and escalations to resolve customer issues. The position normally works during business hours but may include overnight and weekend shifts.

• Lead the on-site installation process performed by field technician and document results.

• Perform basic to advanced network troubleshooting for end-users and enterprise customers on site equipment.

• Document, update, and maintain installation results in support cases in the ticketing and knowledgebase systems.

• Assist with equipment testing and configuration.

Minimum Qualifications:

• A high school diploma is mandatory.

• Basic networking skills (TCP/IP, DHCP, ICMP, TCP/UDP, telnet, SSH, LAN/WAN, NAT, WiFi, Ethernet)

• Excellent writing and documentation skills.

• Ability to work in 24x7x365 fast paced environment.

• Self-motivated and works well with team members.

• Excellent critical thinking and problem solving skills.

• Detail oriented and proficient typing and documenting results.

• Proficiency with MS office (Excel, Word, Outlook)

Desired Qualifications:

• Bachelor's degree in computer science, information systems, or information technology is preferred.

• Desirable certifications: CCNA, CCENT, Network+, MSCE Communication, CNF, and CAN.

The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks other than those specifically included in this description.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

We are proud to be an EEO employer, M/F/D/V. We maintain a drug-free workplace.