Job Description

• Provides support to consumers and small/medium size businesses (SMB) 
• Provides basic technical support to customers by phone, chat, and email
• Researches customers’ concerns to provide appropriate resolutions
• Creates and maintains case management records of daily problems and remedial actions taken, or installation activities
• Interfaces with customers regarding other vendors' equipment to find solutions to customer's concerns
• Develops training materials and procedures, or train users in the proper use of hardware or software 
• Creates and maintains knowledge base articles to foster customer self-help tools available on-line
• Additional duties as assigned

• At least one year of working experience supporting networking protocol hardware and software and/or mobile networking support
• General knowledge of DNS, DHCP, Wi-Fi, WAN, LAN, TCP/IP, UDP, and how they function in a network environment
• Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems 
• Familiar with networking hardware and software issues 
• Knowledge of major Operating Systems, Windows 2000, Windows, Vista, XP, Windows 7, Mac OS/X 
• Excellent communication, interpersonal, organizational and presentation skills 
• Experience with PPoE, VPN, IPSEC, PPTP, WDS a plus 
• Must be willing to submit to a pre-employment background check and drug screen
• Must be able to provide two professional references
• At least one year of experience or equivalent education supporting networking protocol hardware and software and/or mobile networking support