Support Analyst guiding users of SAP Ariba and other solutions in Spanish, English, and Portuguese. Creating materials to facilitate user adoption and resolving technical inquiries on demand.
About the role
- Technical Support Specialist monitoring customer networks and systems at Guide Star. Troubleshooting alerts and providing IT technical support to ensure business objectives are met.
Responsibilities
- Achieve and maintain technical familiarity with all Guide Star Customer SOWs, networks, and technical infrastructure.
- Monitor, troubleshoot, and support internal and customer networks, servers, applications, endpoints, and virtual infrastructure.
- Monitor ticketing application for tickets assigned to various internal and customer-based ticket queues; triage, and process tickets based on priority and SLA.
- Create and manage vendor support cases on customer behalf.
- Utilize and understand customer security applications ensuring strong cyber security support for all customer devices.
- Install, upgrade, test, or configure workstations, peripheral equipment, and software to support customer needs.
- Maintain inventory and monitor health of managed equipment and software, with remote management software.
- Assist with onboarding of new customers and employees.
- Maintain departmental knowledge resources.
- Provide weekly/monthly reporting on trends and activities, if requested.
- Maintain documentation and perform proactive maintenance on customer networks.
- Ensure confidentiality of company and customer information.
Requirements
- Associate degree in an IT related field preferred.
- Prior experience in a network or IT support role required.
- Basic understanding of TCP/IP, subnetting, and the OSI network model required.
- Basic knowledge of Wi-Fi functionality, VoIP MTA, eMTA and VoIP Support required.
- Experience with service provider networking (routing, switching, optical transport, etc.).
- Experience with Service Provider or large Enterprise Networks and WAN.
- Experience in troubleshooting of Access platforms: FTTH, DSL, DOCSIS, Cell Backhaul, and Carrier Ethernet.
- Knowledge and troubleshooting of Internet technologies: IPv4, IPv6, DNS, DHCP, SIP and MGCP VoIP, BGP, OSPF, GRE, IPSEC, VRF, RADIUS, TACACS.
- Knowledge of CMTS, FTTH, and DSL access technologies and troubleshooting.
- Understanding of Video product delivery, including cable television, satellite television and IPTV.
- Proficiency with VOIP Telephony.
- CCNA, NET+, or equivalent associate-level industry certifications.
- Capable of basic troubleshooting steps.
- Basic knowledge of support software tools.
- Proficient with Microsoft Office Suite.
Benefits
- Must live in Upper Michigan or Northeast Wisconsin.
- 24/7 365 operation
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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