L1 Support Engineer

Job Summary:

Responsible for Level 1 Technical Support of Allied Telesis Product Line. Provide technical resolution to customer product and network problems in order to maximize customer satisfaction while minimizing level 2 and level 3 Service support.

Essential Duties and Responsibilities:

• Staff shifts enabling the team to provide 8:00AM to 8:00PM coverage 7 days a week.
• Receive Customer Incidences via the Service Portal, Phone System, Chats or Monitoring System
• Manage Customer Incidences using the Allied Telesis Ticketing System
• Resolve Incidences or escalate to appropriate support organization
• Other duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Experience, Skills & Abilities:

• Proficient in use of personal computers, operating systems, business applications, and network-related technical applications.
• Solid understanding of Ethernet L2 networks including VLANs, STP etc.
• Basic understanding and recognition of network level protocols such as TCP and UDP
• Educational/Practical experience with configuration and fault isolation of dynamic routing protocols such as RIP and OSPF
• Educational/Practical experience with configuration of network security features such as protocol filters, firewalls, and virtual private networks (VPNs).
• Ability to communicate technical and non-technical information verbally and in writing to customers, peers, subordinates, and management
• Ability to interact in a team environment and to quickly troubleshoot and resolve issues.
• Ability to learn new technologies and grow with the team at Allied Telesis.
• Spanish Fluency is a definite plus!

Education / Training:

Associate/Specialist-level industry certification. Bachelor's degree preferred.

Other qualifications to include:

• Minimum of 1-year experience designing, implementing, and maintaining data networks
• Or Minimum of 1-year experience in a technical Support center.
• Demonstrable educational continuum of technology and industry certification
  • CCNA is valued.