- Provide technical assistance to external and internal users
- Diagnose and repair complex equipment, software, and systems
- Respond to escalated issues
- Report critical design flaws, reliability and maintenance problems, and bugs
- Assist customers with highly technical or sophisticated products
- Support customer installations and training
- Determine and resolve desktop hardware and software issues
- Perform installs, moves, adds, and changes (IMAC) activities
- Perform data backup and restore activities for certain client accounts
- Complete administrative duties within Service Level Agreement objectives
- Develop understanding of local and regional infrastructure and coordinate with other competency teams
- Ensure the appropriate team is aware of and acting on reported problems
Requirements
- 0-3 years of experience in Customer Service or Technical Support
- Experience with Cisco Nexus and IOS technologies
- Experience with F5 ASM and LTM configuration and troubleshooting
- Cisco certification preferred
- Experience with network automation/scripting preferred
- Customer-focused mindset
- Growth mindset and commitment to personal and professional development
- Inclusive and collaborative approach to working with others
Core Competencies
Demonstrates expertise in diagnosing and repairing complex equipment, software, and systems while providing exceptional technical assistance to both internal and external users. Proficient in customer service and technical support, with a focus on collaboration and problem resolution.