This position is Remote and can be located anywhere in the United States! It's an opportunity to join a team that meets the 24/7 network service needs of customers. It will require you to be part of a scheduled on-call rotation throughout the local service team.To be successful in this role, you must be passionate about adapting to handling different network environments and devices for each customer - enjoying the thrill of figuring out why something isn't working and getting it corrected.Here's What The Position Is All AboutCustomer ServiceIndependently deliver exceptional service to customers daily by remotely diagnosing, repairing and resolving network service needs and issues, such as but not limited to, software/hardware failures, configuration changes, software upgrades, network switch replacementsCoordinate onsite assistance from Field Service Engineers and contractors as needed depending on resource availabilityDemonstrate professional care for customers' business needs by responding to inquiries and issues promptly and efficiently without business interruption, ensuring 100% customer loyalty by delivering dependable solutionsMaintain a heightened awareness to actively foresee technical issues; become a value add by escalating valid concerns to management and customers' attention to resolve future network service errorsDocument in a timely manner all actions and resolutions on service tickets to maintain cross functional communication between departments on customer statusTechnical KnowledgeInterpret service manuals, the Knowledge Base and Service Catalog to find solutions and effectively troubleshoot technological issues that arise. Partner with Field Technical Operations team to resolve complex matters and follow appropriate escalation contacts as neededEffectively investigate technical errors while concurrently researching and considering resolutionsProvide technical expertise and availability on sales calls as neededShare individual experiences and resolutions to maximize a wealth of knowledge within the tweam; partner with leadership and learning department when appropriate to develop training action plans to avoid reoccurring issues in the fieldWhat we are hoping you will bring to Service Express:Industry certification such as CCNPIn-depth knowledge of TCP/IP stack, OSPF, BGP, IPsec, & SSL VPNExperience configuring and troubleshooting VLAN, VTP, RTSP, Ether Channel, Inter-VLAN routing, HSRP, VRRP, Port Security, 802.1x, ACL, Policy-MapKnowledge of packet analyzer like WiresharkStrong troubleshooting skills in different network layers, especially layer 2 and layer 3We OfferWorkplace flexibility that empowers our employeesPersonal growth and advancement opportunitiesPaid volunteer hours and birthday offSeveral health insurance offerings that start on day one50% health club membership reimbursementCompany 401k matchService Express is an equal opportunity employer. Authorization to work in the country you are applying to is a precondition of employment. Service Express does not sponsor applicants for work visas.We process your information in accordance with our Privacy Policy . For European residents, click here to review our fair processing notice.