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Form of workWhat You’ll Get to Do
As a Network Support Engineer I at STEP, you will work with an elite team of Network Support Engineers focused on the efficient integration, operation, and delivery of diverse STEP networking and managed services solutions, as well as being afforded the opportunity to continue to build your career and obtain industry and manufacturer-specific certifications.
What Success Looks Like
- Be always a team player, handling escalations, raising awareness of risks, while supporting the teams design, implementation, and support of our solutions.
- Be customer/service-oriented, providing an outstanding customer experience.
- Develop additional knowledge and skills by leveraging self-study, participating in technical training classes, and utilizing lab exercises.
- Develop and maintain effective relationships with management, customers, partners, and team members.
Core Duties and Responsibilities
- Collaborate with the Customer Care Center Support Team to meet defined goals and objectives and meet or exceed established SLAs.
- Provide technical assistance and support to customers via telephone, email, chat, or online portal.
- Monitor, analyze, diagnose, remediate, and document technical issues related to STEP Managed Services offerings. These services may include data, video, and voice solutions such as Local Area Networks (LANs), Wide Area Networks (WANs), WLANs (Wireless Local Area Networks), Mobile Networks, Video Surveillance Systems, VoIP Systems, including network devices such as firewalls, routers, switches, access points, etc.
- Administer data, voice, and network management tools to monitor and maintain services and network performance.
- Recreate lab environments as needed for identifying and remediating technical problems.
- Participate in handling customer support calls.
- Maintain updated records of customer interactions and communications using our ticketing system in a timely fashion.
- Maintain positive relationships with customers that includes successful issue remediation, documentation, follow up, and feedback.
- Travel as required based on position responsibilities. Although travel should be limited, it could be required for occasional customer facing engagements and/or internal meeting and training sessions.
- Be the subject matter expert for STEP CG Managed Service offerings and solutions.
- Willing to jump in and assist with any work efforts or responsibilities as needed.
Ideal Candidate’s Qualifications and Experience
- Any combination of training, education, and/or experience that provides for the knowledge, skills, and abilities required to perform the duties listed above, including a degree in IT or related field, technical certifications, or experience in a managed service provider environment.
- 2+ years of relevant experience in the customer service, customer support, or managed service provider field. Professional technical certifications are a plus.
- Ability to work outside of normal business hours (2nd & 3rd shifts) if needed and on-call duty on a rotational basis as required.
- Comprehensive knowledge and hands-on experience with WAN, LAN, and WLAN technologies.
- Experience with network solutions such as: switches/routers, wireless networking equipment, and firewalls/security appliances (e.g Extreme, Fortinet, Palo Alto, Cradlepoint).
- Strong knowledge of networking, including TCP/IP, VLANs, Ethernet, switching, routing, and routing protocols (BGP/OSPF), and DNS/DHCP.
- Strong technical aptitude and ability to research & solve complex issues independently.
- Excellent written and verbal communications skills.
- Exceptional time management and attention to detail with the ability to meet critical deadlines.
- Detail oriented individual with strong analytical and problem-solving skills.
- Ability to manage confidential and sensitive information.
This is a remote, work from home position with some travel included as position duties require. Ideal candidates are located in or near Lexington, Louisville, Covington, KY and Cincinnati, OH.
We are proud to be a recipient of the Greater Cincinnati and Northern Kentucky Top Workplaces 2023 Award, read the press release HERE.
STEP CG is an equal opportunity employer.
