Technical Support Specialist

Looking for Technical Support Specialist for our client in Allen, TX (Onsite)

Roles and Responsibilities

• Monitor and maintain the computer networks and system
• Ensure the stability and proper functionality of telecommunications infrastructure.
• Respond to network alerts and troubleshoot network-related issues.
• Perform regular network performance checks.
• Coordinate with field technicians and engineers to resolve complex network issues.
• Maintain detailed records of network outages, discrepancies, and quality control measures.
• Execute high-availability incident response for remote-hosted and Cloud-enabled customer operations.
• Manage ServiceNow Incident Management, Change Management, and Problem Management processes.
• Conduct remote network surveillance and event response.
• Triage and resolve service-impacting incidents within SLA's.
• Participate in complex troubleshooting with next-tier Subject Matter Experts (SMEs).
• Provide customer-facing technical support via telephone, email, and web portal.
• Communicate with stakeholders during service-impacting events.
• Manage vendor tickets effectively.

Qualifications & Skills

• Strong working knowledge of IP networking and interoperability standards.
• Strong understanding of network infrastructure and protocols.
• Experience with network monitoring tools.
• 1+ years of experience troubleshooting IP network connectivity.
• 1+ years of experience troubleshooting service and hardware errors generated by routers, switches, terminal devices, servers, and endpoints.
• Proficiency in networking protocols such as VPN, BGP, MPLS, or SIP.
• Ability to navigate and interpret network drawings (e.g., Vizio drawings).

Preferred Skills

Experience in the Network Operations or Telecommunications industry.

Certifications like Network+, Cisco, CCST or CCNA are a huge plus.

ITIL Certification.

Experience with AWS Cloud surveillance.