Technical Support Agent (Tier 1) - NIGHTS - Indianapolis
US Signal
- Indianapolis, IN
- Permanent
- Full-time
- Receive incoming customer calls for trouble/technical support
- Create trouble tickets for incoming customer calls utilizing US Signal proprietary ticketing software
- Probe customers for most valuable information in relation to trouble for accurate ticket documentation.
- Work customer trouble tickets
- Perform escorts and remote hands for customers at the data center.
- Process incoming deliveries.
- Troubleshoot various levels of Ethernet and IP related issues using remote secure session access to Core/PE/Premise managed Cisco (7609, 1941, ASR 1000/9000 series) and Adtran (3200 series) routers, and Ethernet aggregation/premise devices (TA5000, 818, 838, etc.) for various levels of service from 3Mb bonded services to Gigabit Ethernet
- Cooperatively test and work with external vendors, partners and LECs to sectionalize and repair network and local loop issues
- Provide continual status updates to customers regarding trouble tickets
- Cooperatively work with other internal US Signal departments such as Engineering and Outside Operations.
- Open internal trouble tickets on USS hardware/software issues and assign to appropriate groups
- Data center walkthroughs to ensure the premises are secure.
- Preventative work based on MOPs provided by US Signal Facilities team
- Special projects as deemed necessary by USS management.
- Expert in customer service
- Strong knowledge of Data/IP Networking including IP Subnetting, NAT, DHCP, etc.
- Strong knowledge of routing protocols including BGP and OSPF
- High level of analytical ability
- Attention to detail and accuracy
- Excellent organization skills
- Ability to multitask in a fast-paced environment
- Ability to work well with all areas of the US Signal organization as well as external customers and vendors