Site Support Desk Engineer(help desk/call center environment)

Experience 2-5 yrs

REMOTE / Onsite Role Onsite Role

Skill

On Site Support Desk Engineer supporting a Railway company in Ft. Worth, TX

This entry level position requires prompt technical responses to questions regarding troubleshooting, diagnosing, and resolving problems for hardware, phones, and applications. It requires a thorough knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Related documentation and online knowledge articles are used for troubleshooting; incidents are tracked in an incident ticket tracking system. The primary role is to take live trouble-shooting calls as well as email requests daily 100% of the time. The resource must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to 1st call resolution and overall customer satisfaction.

Responsibilities

Monitoring network and telecommunications infrastructure using CA Spectrum and various other tools.

Provide tier I and/or tier II network support and escalate as needed

Assist with managing incidents of all severity

Severity 2 incidents include an MTTR goal of two hours

Assist and/or lead outage bridges as needed

Take inbound support calls from internal campus and field customers as needed

Create incidents and tasks via ServiceNow; will also work with problem and change requests

Record detailed and accurate customer and problem information in incidents

Preferred Experience and Attributes

Experience in a help desk/call center environment providing technical support in a retail environment (Minimum of 3 years preferred)

Experience using computer hardware and software applications and have a strong ability to multitask.

Strong communication and collaboration skills

Cisco CCNA and/or on the job experience managing and supporting Cisco technology

SDWAN/Big Switch/Silver Peak

Telecommunications, RF, Microwave, Wi-Fi

Railroad

Fast paced environment

Service Desk