Business Technical Support III, Spectrum Business

Seekingto elevate your technical career by tackling sophisticated enterprise network challenges? At SpectrumBusiness,you'llengage with advanced troubleshooting for our Enterprise clients,leveragingyourexpertisein network protocols, switches, routers, and managed services. Collaborateacrossteams and drive client issues to resolution, all while supporting first-level technicians and ensuring service excellence. Your contributions directly strengthen the reliability and performance of SpectrumBusiness' enterprise solutions.

HowYou'llMake an Impact

• Resolve advanced technical issues for Enterprise clients across a range of services including Fiber Internet Access, Ethernet, Unified Communications, EnterpriseTrunking,
• Enterprise TV, Managed Network, Managed Security and ManagedWiFi
• Respond efficiently to client inquiries through phone, ticket, email or portal, ensuring high-quality communication and productivity standards are met
• Document complex technical incidents using SpectrumBusiness'ticketing systems andinitiateor coordinate resolutions with internal and external partners
• Provide guidance andassistanceto first-level technicians, addressing technical and process-related questions
• Manage internal and external parties during client bridge calls and advocate for client concerns with relevant Spectrum teams
• Maintainaccurateclient database information across all tools and systems, ensuring seamless support operations
• Analyze root causes of escalations, deliver professionalcommunicationsand contribute to process improvements

Working Conditions

• Office environment
• 24 x 7 Operations Center

WhatYou'llBring to Spectrum

Required Qualifications

Education

• Bachelor's or Associate'sdegree in a technical area or equivalent combination of education,trainingand experience
• Cisco or Juniper Certification such as CCENT, CCNA, JCNIA, JNCSP or equivalent industry-recognized certification

Experience

• 2+yearsoftechnical support experience in a TAC,NOCor Call Center environment
• 2+yearsofexperience with at least one of the following: Fiber Internet Access, High
• Speed Data, Ethernet, Managed Network Services, Managed Security Services, Managed
• Wi-Fi Services, EnterpriseTrunking, HostedVoiceand Enterprise Video Services
• 2+yearsofnetwork troubleshooting in a 24x7 Operations Center
• 2+yearsofworking in LAN/WAN operational environment with subject-matterexpertisein LAN/WAN protocols

Skills

• Ability to read, write,speakand understand English
• Outstanding client service skills for internal and external clients
• Ability to work independently with minimal supervision and collaborate on projects
• Strong analytical and troubleshooting skills across a wide range of technical issues
• Ability to isolate and resolve equipment and facility issues within the network
• Positive attitude with effective decision-making under pressure
• Strong organizational and prioritization abilities
• Ability to follow established guidelines and procedures
• Initiative and judgment toaccomplishjob duties
• Quick mastery of multiple technical support tools and systems
• Effective partnership with internal and external personnel
• Knowledge of network protocols, RF, routers, Layer-2 switches, VPN, CWDM, HFC plant and system delivery, routing protocols/policies,WiFiand VoIP platforms
• Proficiencyin Windows, Word,Exceland Outlook
• Knowledge of coax and fiber technologies
• Demonstrated knowledge ofnetwork monitoring tools such as Remedy, HP OpenView,
• Cisco Works,Micromuse, Netcool and Cacti
• Demonstrated knowledge of Windows and UNIX operating systems