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Network Support Specialist

Company: Apogee
Location: Nashua
Posted on: November 16, 2021

Job Description:

Were Apogee. Nice to meet you. At our core, were a student services organization that happens to focus on IT. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of todays technology-savvy generation. We work hard, celebrate success and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today. Field Service Representatives are a vital part of our client's service organization. You will provide hands-on maintenance and operational support for data, video, IP video, cable TV, IP phone network core, and distribution equipment. Youll do all this onsite interacting daily with our customers, which means youll need to have a professional attitude and appearance. Youll report directly to a regional supervisor. Youll be a full-time worker, located in the Nashua, NH area. Heres your job: * Providing exceptional service to customers * Working with Apogee to address end-user and network escalations * Working with Apogee to coordinate client activities (e.g. move-in) * Responding to emergency outages promptly * Monitoring, investigating and retiring equipment alarms * Collaborating with local network partners to address escalated issues/situations (e.g. virus outbreaks) * Maintaining own schedule for onsite customer appointments within 24-48 hour SLA * Tracking and updating escalation tickets * Working with Apogee on customer install activities as needed * Seeing that Apogees policies and end-user agreement are upheld in your perspective region * Generating reports as required * Attending training events as required * Other documentation and administrative duties as requested Youll love this job if this describes you: Deeply ingrained self-motivation. Youre motivated to get work done. That means that you love efficiency and are driven to complete a project. Technical aptitude. Pick up on technical things quickly, and you are good at learning new products and new technologies. This specifically includes: reading blueprints, installing and configuring networking equipment, testing methodologies, and Internet connectivity troubleshooting. Service to others/customers. Listen to customers (internal and external), address their needs and concerns, and keep customers informed by providing status reports and progress updates. Deliver on service commitments, meet established or agreed upon deadlines, and maintain supportive relationships with customers. Taking initiative. Respond quickly and appropriately to requests that come to you from internal and external customers. Assume youre wholly responsible for owning an issue to its conclusion (including solving the problem or escalating it in a timely manner). Requirements Experience were looking for: * Experience with commercial-grade networking equipment * Experience with fiber and copper-based, PON, DSLAMS, RF via coax, and QAM * Complete understanding of electrical, analog, digital, electronic, switch, and routing concepts * Certifications such as Net+, CCENT, CCNA, CWTS * Experience with Cable TV headend equipment * Associates Degree in a technical field with 2+ years experience or Four-year degree in Technology field * 2-3 years of help desk or technical support experience * 2-3 years of customer support experience IMPORTANT CONSIDERATIONS YOU SHOULD REVIEW: Physical requirements. Youll use your hands to type, use power tools. Youll stand, walk, reach with arms and hands, and due to the need to review client sites, may have to step over, climb or balance around obstacles, twist, stoop, kneel, crouch, or crawl. Our equipment can be heavy, youll need to lift up to 75 lbs. On-call Environment: You will be part of an on-call rotation, and may need to work weekends, holidays and overnight in the event of an outage or scheduled maintenance window. Driving and Criminal Background. We take the safety of our team and our customers very seriously. You must have and maintain a valid drivers license. You must also pass a criminal background check to work on any of our customers properties. Travel. You will have to travel occasionally to Austin, TX for training, projects, and other campuses' to assist another department. Benefits Our employees enjoy benefits that make them more productive and contribute directly to the development of their professional skills. We want to be able to attract the best of the best and make sure they keep getting better so here is what we are offering: * An attractive salary * Health insurance plan including Health Savings Account matching program * Monthly stipend for cellular and data usage * Engineering and Technical teams receive cash bonuses for obtaining certifications * Maternity and Paternity leave At Apogee, we believe education is a doorway to a fair and just society. Within our own walls, we stand committed to creating a healthy culture of diversity and inclusion, empowering one another as advocates for an inclusive workplace, and doing so transparently. Apogee employees founded three employee-led groups in 2020 including Diversity and Inclusion, Civic Awareness, and Apogee Veterans. Accommodation: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Human Resources, .

Keywords: Apogee, Nashua , Network Support Specialist, Other , Nashua, New Hampshire

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