Technical Support Agent (Tier 1) - NIGHTS - Indianapolis
About the position
US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services, all powered by its expansive, robust fiber network. We are seeking a Technical Support Agent (Tier 1) - NIGHTS to join our team in Indianapolis, Indiana. This role is performed on-site and is part of the Technical Operations Center team, responsible for all level one support for US Signal services. The primary function of the Technical Support Agent is to provide a world-class level of customer service with an efficient and timely resolution of cases. This role acts as front-line support for customer contact. A Support Agent will be familiar with T1, DS3, SONET & DWDM Optical Transport facilities, MUXES, DACS, Ethernet Technologies, IP, Networking & Routing, IP interfaces, Firewalls, configurations (Cisco IOS and Adtran AOS), VMWare, SoftNAS, Zerto, Avamar, Acronis Backup, Veeam Backup Recovery and Archive, Cohesity Data Management, and Remote Monitoring and Management through nAble. As this position is mostly onsite located at US Signal's data center in Indianapolis, an Agent will also perform functions related to escorts, remote hands, walkthroughs, process deliveries, and some preventative maintenance work. There is some limited work from home flexibility.
Responsibilities
• Receive incoming customer calls for trouble/technical support
,
• Create trouble tickets for incoming customer calls utilizing US Signal proprietary ticketing software
,
• Probe customers for most valuable information in relation to trouble for accurate ticket documentation
,
• Work customer trouble tickets
,
• Perform escorts and remote hands for customers at the data center
,
• Process incoming deliveries
,
• Troubleshoot various levels of Ethernet and IP related issues using remote secure session access to Core/PE/Premise managed Cisco and Adtran routers
,
• Cooperatively test and work with external vendors, partners and LECs to sectionalize and repair network and local loop issues
,
• Provide continual status updates to customers regarding trouble tickets
,
• Cooperatively work with other internal US Signal departments such as Engineering and Outside Operations
,
• Open internal trouble tickets on USS hardware/software issues and assign to appropriate groups
,
• Conduct data center walkthroughs to ensure the premises are secure
,
• Perform preventative work based on MOPs provided by US Signal Facilities team
,
• Engage in special projects as deemed necessary by USS management.
Requirements
• Expert in customer service
,
• Strong knowledge of Data/IP Networking including IP Subnetting, NAT, DHCP, etc.
,
• Strong knowledge of routing protocols including BGP and OSPF
,
• High level of analytical ability
,
• Attention to detail and accuracy
,
• Excellent organization skills
,
• Ability to multitask in a fast-paced environment
,
• Ability to work well with all areas of the US Signal organization as well as external customers and vendors
,
• Technical training in IP, networking, routing, and telecommunications
,
• Experience in Microsoft Windows and Office
,
• Familiarity with network tools (i.e. ping, trace route, nslookup, etc.)
Nice-to-haves
• B.S. in Telecom, Computer Science/Information Systems or Networking
,
• CCNA preferred, or other applicable Cisco Certifications
Benefits
• 401(k) matching
,
• Work from home flexibility
Apply Now
US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services, all powered by its expansive, robust fiber network. We are seeking a Technical Support Agent (Tier 1) - NIGHTS to join our team in Indianapolis, Indiana. This role is performed on-site and is part of the Technical Operations Center team, responsible for all level one support for US Signal services. The primary function of the Technical Support Agent is to provide a world-class level of customer service with an efficient and timely resolution of cases. This role acts as front-line support for customer contact. A Support Agent will be familiar with T1, DS3, SONET & DWDM Optical Transport facilities, MUXES, DACS, Ethernet Technologies, IP, Networking & Routing, IP interfaces, Firewalls, configurations (Cisco IOS and Adtran AOS), VMWare, SoftNAS, Zerto, Avamar, Acronis Backup, Veeam Backup Recovery and Archive, Cohesity Data Management, and Remote Monitoring and Management through nAble. As this position is mostly onsite located at US Signal's data center in Indianapolis, an Agent will also perform functions related to escorts, remote hands, walkthroughs, process deliveries, and some preventative maintenance work. There is some limited work from home flexibility.
Responsibilities
• Receive incoming customer calls for trouble/technical support
,
• Create trouble tickets for incoming customer calls utilizing US Signal proprietary ticketing software
,
• Probe customers for most valuable information in relation to trouble for accurate ticket documentation
,
• Work customer trouble tickets
,
• Perform escorts and remote hands for customers at the data center
,
• Process incoming deliveries
,
• Troubleshoot various levels of Ethernet and IP related issues using remote secure session access to Core/PE/Premise managed Cisco and Adtran routers
,
• Cooperatively test and work with external vendors, partners and LECs to sectionalize and repair network and local loop issues
,
• Provide continual status updates to customers regarding trouble tickets
,
• Cooperatively work with other internal US Signal departments such as Engineering and Outside Operations
,
• Open internal trouble tickets on USS hardware/software issues and assign to appropriate groups
,
• Conduct data center walkthroughs to ensure the premises are secure
,
• Perform preventative work based on MOPs provided by US Signal Facilities team
,
• Engage in special projects as deemed necessary by USS management.
Requirements
• Expert in customer service
,
• Strong knowledge of Data/IP Networking including IP Subnetting, NAT, DHCP, etc.
,
• Strong knowledge of routing protocols including BGP and OSPF
,
• High level of analytical ability
,
• Attention to detail and accuracy
,
• Excellent organization skills
,
• Ability to multitask in a fast-paced environment
,
• Ability to work well with all areas of the US Signal organization as well as external customers and vendors
,
• Technical training in IP, networking, routing, and telecommunications
,
• Experience in Microsoft Windows and Office
,
• Familiarity with network tools (i.e. ping, trace route, nslookup, etc.)
Nice-to-haves
• B.S. in Telecom, Computer Science/Information Systems or Networking
,
• CCNA preferred, or other applicable Cisco Certifications
Benefits
• 401(k) matching
,
• Work from home flexibility
Apply Now