Technical Support Specialist I

Why Guide Star? Guide Star is an IT managed services provider specializing in IT technical and end user support, monitoring, managed wireless solutions and security for small and medium size business, internet service providers, and hospitality organizations across the US and Canada. We are a division of CCI Systems, Inc., which is an Employee-Owned solution provider specializing in telecommunications, comprehensive network assessments, industry-leading engineering, drafting and design services, and 24/7 support services. Our outstanding team-based work culture and environment has allowed us to grow, develop, and retain long-term employees. We value our employees’ hard work and determination and REWARD results all while having fun! Our mission is to make life better by connecting people through innovative communication systems.

We are seeking a Technical Support Specialist to proactively monitor, troubleshoot, and support customer networks, endpoints, systems, programs, and other aspects of their operations to ensure business objectives are met or exceeded. Responding efficiently and accurately to alerts, requests (including calls, chats, emails, etc.), and ensuring quick problem resolution while keeping the customer informed. They will utilize a variety of cloud-based tools for support and documentation of work.

Responsibilities

• Achieve and maintain technical familiarity with all Guide Star Customer SOWs, networks, and technical infrastructure.
• Monitor, troubleshoot, and support internal and customer networks, servers, applications, endpoints, and virtual infrastructure.
• Monitor ticketing application for tickets assigned to various internal and customer-based ticket queues; triage, and process tickets based on priority and SLA.
• Create and manage vendor support cases on customer behalf.
• Utilize and understand customer security applications ensuring strong cyber security support for all customer devices.
• Install, upgrade, test, or configure workstations, peripheral equipment, and software to support customer needs.
• Maintain inventory and monitor health of managed equipment and software, with remote management software.
• Assist with onboarding of new customers and employees.
• Maintain departmental knowledge resources.
• Provide weekly/monthly reporting on trends and activities, if requested.
• Maintain documentation and perform proactive maintenance on customer networks.
• Ensure confidentiality of company and customer information.

Skills

• Associate degree in an IT related field preferred.
• Prior experience in a network or IT support role required.
• Basic understanding of TCP/IP, subnetting, and the OSI network model required.
• Basic knowledge of Wi-Fi functionality, VoIP MTA, eMTA and VoIP Support required.
• Experience with service provider networking (routing, switching, optical transport, etc.).
• Experience with Service Provider or large Enterprise Networks and WAN.
• Experience in troubleshooting of Access platforms: FTTH, DSL, DOCSIS, Cell Backhaul, and Carrier Ethernet.
• Knowledge and troubleshooting of Internet technologies: IPv4, IPv6, DNS, DHCP, SIP and MGCP VoIP, BGP, OSPF, GRE, IPSEC, VRF, RADIUS, TACACS.
• Knowledge of CMTS, FTTH, and DSL access technologies and troubleshooting.
• Understanding of Video product delivery, including cable television, satellite television and IPTV.
• Proficiency with VOIP Telephony.
• CCNA, NET+, or equivalent associate-level industry certifications.
• Capable of basic troubleshooting steps.
• Basic knowledge of support software tools.
• Proficient with Microsoft Office Suite
• Excellent team participation, communication, and time management skills.
• Ability to be assigned, prioritize, and complete multiple tasks and projects within timelines.
• Ability to interface & communicate properly with the customer staff.
• Capable of clear communication in both written and verbal forms, proficient in preparing reports and plans.
• Strong active listening skills.
• Ability to manage sudden shifts in priorities and transition between tasks seamlessly, maintaining productivity without interruptions and with a cooperative demeanor.
• Willingness to learn; adapts and accepts increased responsibility.
• Highly responsible, resourceful, accurate, dependable, and self-motivated.
• The ability to embrace corporate values, understand the company mission, and exemplifies Guide Star leadership behaviors.

Shift is Monday-Friday between the hours of 7:00 am to 5:00 pm CST but must be able to work outside normal business hours when required. Will be required to work in corporate office in Iron Mountain, MI 2-3 days a week.

Additional Information

• Must live in Upper Michigan or Northeast Wisconsin.
• We are a 24/7 365 operation