CCI Systems

Technical Support Specialist I

CCI Systems

full-time

Posted on:

Location Type: Office

Location: Iron Mountain • Missouri • Wisconsin • United States

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Tech Stack

Cyber SecurityDNSSwitchingTCP/IPVoIP

About the role

  • Achieve and maintain technical familiarity with all Guide Star Customer SOWs, networks, and technical infrastructure.
  • Monitor, troubleshoot, and support internal and customer networks, servers, applications, endpoints, and virtual infrastructure.
  • Monitor ticketing application for tickets assigned to various internal and customer-based ticket queues; triage, and process tickets based on priority and SLA.
  • Create and manage vendor support cases on customer behalf.
  • Utilize and understand customer security applications ensuring strong cyber security support for all customer devices.
  • Install, upgrade, test, or configure workstations, peripheral equipment, and software to support customer needs.
  • Maintain inventory and monitor health of managed equipment and software, with remote management software.
  • Assist with onboarding of new customers and employees.
  • Maintain departmental knowledge resources.
  • Provide weekly/monthly reporting on trends and activities, if requested.
  • Maintain documentation and perform proactive maintenance on customer networks.
  • Ensure confidentiality of company and customer information.

Requirements

  • Associate degree in an IT related field preferred.
  • Prior experience in a network or IT support role required.
  • Basic understanding of TCP/IP, subnetting, and the OSI network model required.
  • Basic knowledge of Wi-Fi functionality, VoIP MTA, eMTA and VoIP Support required.
  • Experience with service provider networking (routing, switching, optical transport, etc.).
  • Experience with Service Provider or large Enterprise Networks and WAN.
  • Experience in troubleshooting of Access platforms: FTTH, DSL, DOCSIS, Cell Backhaul, and Carrier Ethernet.
  • Knowledge and troubleshooting of Internet technologies: IPv4, IPv6, DNS, DHCP, SIP and MGCP VoIP, BGP, OSPF, GRE, IPSEC, VRF, RADIUS, TACACS.
  • Knowledge of CMTS, FTTH, and DSL access technologies and troubleshooting.
  • Understanding of Video product delivery, including cable television, satellite television and IPTV.
  • Proficiency with VOIP Telephony.
  • CCNA, NET+, or equivalent associate-level industry certifications.
  • Capable of basic troubleshooting steps.
  • Basic knowledge of support software tools.
  • Proficient with Microsoft Office Suite.
Benefits
  • Must live in Upper Michigan or Northeast Wisconsin.
  • 24/7 365 operation
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
TCP/IPsubnettingOSI modelWi-Fi functionalityVoIP MTAVoIP SupportroutingswitchingtroubleshootingInternet technologies
Soft Skills
troubleshootingcommunicationorganizationreportingconfidentialitycustomer supportteam collaborationdocumentationproactive maintenanceonboarding
Certifications
CCNANET+