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Network Support Specialist - technical support - job employment

JobPosting
City: San francisco bay area
Date: 16 Sep 2020
Category: Technical Support

We’re Apogee. Nice to meet you. At our core, we’re 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 today’s 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. You’ll do all this onsite interacting daily with our customers, which means you’ll need to have a professional attitude and appearance. You’ll report directly to a regional supervisor.

You’ll be a full-time worker, located in the San Francisco, CA area. To apply, go to https://www.apogee.us/employment/.

Here’s 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 Apogee’s 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
You’ll love this job if this describes you:

Deeply ingrained self-motivation. You’re 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 you’re wholly responsible for owning an issue to its conclusion (including solving the problem or escalating it in a timely manner).

Experience we’re 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
Associate’s 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. You’ll use your hands to type, use power tools. You’ll 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, you’ll need to lift up to 75 lbs.

Scheduling. You’ll be on-call for your region/campus 24/7/365, except during requested time off. Unless there is a maintenance emergency or a business need that requires weekend work. You will work weekends during “move-in” this varies from region to region, but typically in August-September, you will work weekends since this is our busiest time of the year.

Driving and Criminal Background. We take the safety of our team and our customers very seriously. You must have and maintain a valid driver’s license. You must also pass a criminal background check to work on any of our customer’s properties.

EEO Statement:

Apogee provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Apogee complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

To apply, go to https://www.apogee.us/employment/.
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