Location: Nacogdoches, TX
WAN/LAN administration, including designing and managing network services, Internet connectivity, network remote PC control, email systems, firewall standards, security protocols, and anti-spam - anti-virus enterprise solutions. The employee supports various departmental software applications.
Work is performed with considerable independence and requires considerable initiative and judgment. The employee is expected to adhere to regulations involving policy, standards and procedures, and confidentiality as determined by departmental regulations and local, state, and federal legal requirements. A thorough criminal history and background check is mandatory and the successful applicant must
be approved by TLETS (Texas Law Enforcement Telecommunication Systems). Knowledge of Information technologies, including but not limited to: Windows Desktop OS, Office Suites, PC hardware/software, peripherals.
Must be able to type work independently and perform tasks under pressure with short deadlines; develop and maintain relationships with peers across departments and consultants; multi-task, organize and prioritize a changing work schedule to meet needs of department; follow oral and written instructions; effectively communicate both orally and in written form, technical information to non-technical users; obtain sufficient and essential information; attend training classes, seminars,
meetings, etc both locally and/or out of town as needed. Degree from an accredited secondary learning institution with major coursework in Computer Science/IT and two or more years of experience; OR an equivalent combination of education and/or experience.
Relative technical certifications may be considered for substitution. CISCO, Microsoft or equivalent certifications are desirable. Must be approved by TLETS (Texas Law Enforcement Telecommunications Systems). Must possess a valid driver license. Job Posted by Applicant Pro
monitors critical network functions, and performs repairs and upgrades on computer hardware and software. As a Level II technical support representative, you will be responsible for monitoring the following products 24 hours a day: Wireless/VOIP T1's POTS DSL You'll also be responsible for reporting any network issues to management within the time line allotted by company procedures 24 hours a day and escalating as necessary, along with the following: - Handling calls from residential and commercial customers to resolve any technical issues on all products provided.
- Making follow up courtesy calls once the reported trouble is resolved to ensure customer satisfaction. - Reporting troubles
with our partnered service providers after hours and on weekends. - Having a thorough understanding of all products offered to ensure that reps are comfortable and confident with any issue that arises.
- Diagnosing / repairing customer's personal computers that have been brought in for billable labor. - Learning and understanding the functions of other departments to be able to execute them after hours. - Monitoring ACD queues and managing talk times to ensure hold times are minimal. - Communicating with customers and resolving any issues reported via the support email account. Provisioning / de-provisioning the following services: Wireless/VOIP DSL Email Dial-up Hot Spot Users - Handling
account suspends and restores. - Maintaining monitoring software and making sure all data contained therein is correct and up to date.
- Reports monthly on wireless network capacity. Provide exceptional technical support for all commercial calls to ensure our level of customer service remains unmatched by our competitors. - Submitting tickets to be worked by our field services and managed services departments. - All other duties as assigned. Qualifications Must have a minimum of a high school diploma, Associates Degree in CIS preferred Comp Tia A+ certification is preferred Experience with computer repair, software/hardware preferred Experience with Microsoft OS Experience in troubleshooting Outlook and other email applications, including mobile email applications 2 years related IT/Help Desk experience preferred Must demonstrate computer knowledge with the ability to learn new software General understanding of Webhosting preferred Experience with ESI or Shoretel Vo IP phones a plus Experience in Metaswitch or CSX a plus Telecommunications experience is a plus Skills Ability to thrive in a fast paced environment and respond accordingly to high priority situations is essential Must work well with others, as part of a team as well as individually Must possess and demonstrate excellent communications skills Must demonstrate excellent organizational skills Must be enthusiastic and self-motivated Proven customer support professional with at least three years of call center experience preferred Ability to speak Spanish preferred Benefits We offer a compensation plan including excellent benefits with 401K, health insurance, and a competitive starting salary.
