Telecom Support Specialist II (100% onsite, no remote support authorized)
Location:Washington D.C Responsibilities:
Overseeing the day-to-day activities related to installation, verification and maintenance of telecommunications equipment, network ports, ethernet and optical fiber cabling, IP networks
LAN infrastructure, switchgear, Uninterrupted Power Supply (UPS), WI-FI, VCS, IPT Phone device management (setup/moves)
Inventories and prioritize network and equipment repairs.
Established voice and data networks by programming features, establishing interfaces and integrations, following industry standards, and activating remote access tools.
Verifies service by testing and re-programming circuits, equipment, and alarms; identifying and correcting problems; and conferring with engineers.
Documents network by recording configuration diagrams and programming.
Analyzes network performance and prepares and presents reports based on that analysis.
Maintains network by troubleshooting and repairing outages, testing network back-up procedures, and updating documentation.
Initiates moves and/or setups as required/requested.
Maintains customer rapport by listening and answering questions and resolving concerns in a timely manner. Following are the job categories required to perform these functions:
Areas of support include:
On-Site Telecom and Network Services
Executive Leadership Support (White Glove service)
Note: Must be available to work onsite at client facility in Washington, DC. Required Skills:
A minimum of 2 - 5 years experience in deskside and/or on-site network support.
Support a Cisco Centric WAN, LAN, and WLAN environment. This includes racks, hubs, routers, switches, wireless controllers, and light weight access points (LWAP).
Support internal run-and-maintain activities, including monitoring and management system, respond to alerts, monitor health and seek improvement opportunities.
Monitor system for trouble areas and proactively resolve and document root cause.
Make use of enterprise monitoring tools.
Function as a point of escalation for operational entities regarding regular or complex issues
Work on daily service tickets while engaged on moves/set-ups.
Experience with wireless LAN controller and Lightweight Access Points, preferably Cisco equipment.
Basic understanding of WLAN technologies, network management, 802.11 b/g/n/ac standards.
Basic understanding of security protocols and authentication (WPA2, EAP-TLS, 802.1x, AAA) and experience with RADIUS solutions (preferred: NPS and/or ISE). Preferred skills:
A degree from an accredited College/University in the applicable field of services is required. Four additional years of relevant experience in lieu of a college degree is required.
Network Industry Certification(s) like CompTIA Network+, CCNA, etc.
Motivated self-starter who approaches technical problems with creative solutions. Ability to multi-task, attention to detail, excellent organizational skills, good follow-up and judgment. Ability to work both independently and within a team environment backed up by strong communication skills.
Ability to clearly communicate both business and technical terms and information/requirements/instructions to a wide variety of audiences (face-to-face, teleconference, phone and email)
Ability to write technical/functionality specification documentation such as Knowledgebase articles and/or Wiki.
Basic operational experience with Cisco Wireless LAN Controllers, wireless access points, and management systems
Basic experience with enterprise networking, monitoring, troubleshooting, and management tools.
Experience with incident management tools such as Remedy and/or Service Now
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