Network Support Specialist

Job Description:

You will work firsthand with our valued customers to address their concerns where analysis of difficult connectivity issues requires in-depth evaluation. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for diagnosing and resolving customers’ home network concerns. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

Your customer-first approach will guide you throughout the role. You’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

• Provide consumer level networking support and troubleshooting, applying best-practice methodologies to drive resolution

• Handle customer support contacts ensure issues are recorded, tracked, and resolved in a timely manner

• Use root cause analysis and fault isolation skills to diagnose and tackle network issues

• Work to diagnose, reproduce, and qualify critical customer issues

• Provide escalation assistance for complex customer networking issues

• Provide quantitative feedback to improve support strategy, technical content, and troubleshooting protocols

• Exceptional team player with strong willingness to collaborate

Qualifications:

• Minimum 2 years experience in a technical role providing installation, troubleshooting, diagnosing, and/or resolutions regarding home network connectivity issues

• Experience with troubleshooting wifi routers, smart home devices, IOT connectivity

• Required experience with TCP/IP

• Experience with security a plus (IPSEC, SSL-VPN, NAT, GRE)

• Experience with Jira and Confluence a plus
• Candidate should be willing to work in Texas.

Job Types: Full-time, Contract

Salary: $20.00 - $28.00 per hour

Work Location:

• Fully Remote

Work Location: Remote