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Technical Support Rep

BAI Connect

Technical Support Rep

Sherman Oaks, CA
Full Time
Paid
  • Responsibilities

    Job Description

    DUTIES & RESPONSIBILITIES:

    • Create and maintain effective customer relationships, with customer satisfaction as the ultimate goal.
    • Provide daily support to customers by answering phone calls and emails, troubleshooting problems and quickly formulating solutions and adequate responses.
    • Resolve tickets as quickly and thoroughly as possible.
    • Strategically schedule BAI’s Field Technicians for service calls while managing the calendar.
    • Manage and complete tasks, remote activations and speed upgrades in a timely fashion.
    • Monitor outages using various propriety software
    • Monitor, resolve, and escalate issues within support while communicating clearly and effectively with customers and co-workers.
    • Maintain a working knowledge of all products, processes and systems.

    QUALIFICATIONS/REQUIREMENTS:

    • 2+ years of experience in technical support
    • Excellent desktop support troubleshooting skills, including Mac, Windows, iOS, Android, gaming consoles, various smartphones, and tablets.
    • Understanding of basic networking concepts such as Wi-Fi, TCP/IP, DHCP, DNS, HTTP, ICMP, IPv4/6
    • Ability to perform some operations from a command line
    • Desired (Not Required) Certifications: Network+, CCNA, CWNA, Security+, A+
    • We work with the following vendors/platforms, and experience in these systems is a plus: Cisco, Mikrotik, Ruckus, RG Nets, Ubiquiti, Siklu
    • Analytical, curious mindset and the ability to learn quickly and adapt
    • Good time management skills and ability to work independently
    • Ability to create sustainable processes and procedures
    • Strong communication, written, and documentation skills

    BAI Connect is an Equal Opportunity Employer; employment with BAI Connect is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, marital status, mental or physical disability or any other legally protected status.

     

    Company Description

    At BAIConnect, we work in an ever changing and evolving world of telecommunications to provide top tier data, phone and video connections to our partners and clients across the greater Los Angeles area. The company is poised for extensive growth over the coming years and is looking for talented and highly-motivated individuals to join our team. If you thrive in a fast-paced environment and are looking for a challenging opportunity, we’d love to have you join the BAIConnect team.