Blue Chip
This position is Remote and can be located anywhere in the United States! It’s an opportunity to join a team that meets the 24/7 network service needs of customers. It will require you to be part of a scheduled on-call rotation throughout the local service team.
To be successful in this role, you must be able to demonstrate the ability to adapt to handling different network environments and devices for each customer – enjoying the thrill of figuring out why something isn’t working and getting it corrected. We will provide you with opportunities to grow and expand within your career.
Here’s what the position is all about:
Customer Service
- Work alongside senior engineers to deliver exceptional service to customers daily by remotely diagnosing, repairing and resolving network service needs and issues, such as but not limited to, software/hardware failures, configuration changes, software upgrades, network switch replacements
- Coordinate onsite assistance from Field Service Engineers and contractors as needed depending on resource availability
- Demonstrate professional care for customers’ business needs by responding to inquiries and issues promptly and efficiently without business interruption, ensuring 100% customer loyalty by delivering dependable solutions
- Maintain a heightened awareness to actively foresee technical issues; become a value add by escalating valid concerns to management and customers’ attention to resolve future network service errors
- Document in a timely manner all actions and resolutions on service tickets to maintain cross functional communication between departments on customer status
Technical Knowledge
- Interpret service manuals, the Knowledge Base and Service Catalog to find solutions and effectively troubleshoot technological issues that arise. Partner with Field Technical Operations team to resolve complex matters and follow appropriate escalation contacts as needed
- Effectively investigate technical errors while concurrently researching and considering resolutions
- Provide technical expertise and availability on sales calls as needed
- Share individual experiences and resolutions to maximize a wealth of knowledge within the team; partner with leadership and learning department when appropriate to develop training action plans to avoid reoccurring issues in the field
What we are hoping you will bring to Service Express:
- Industry certification such as CCNA or Network+
- Experience configuring and troubleshooting VLAN, Cisco IOS networking and routing, Ether Channel
- Knowledge of packet analyzer like Wireshark
- Strong troubleshooting skills in different network layers
We Offer:
- Workplace flexibility that empowers our employees
- Personal growth and advancement opportunities
- Paid volunteer hours and birthday off
- Several health insurance offerings that start on day one
- 50% health club membership reimbursement
- Company 401k match
#LI-REMOTE
Service Express is an equal opportunity employer. Authorization to work in the country you are applying to is a precondition of employment. Service Express does not sponsor applicants for work visas.
