Support Ninja - Tier 2

Job details

Job type

• Full-time

Schedule

• 10-hour shift 
• Weekend and Evenings
• Overtime if required

Benefits

• Health insurance
• Paid time off
• Dental insurance
• 401(k)
• 401(k) matching

Job description

About Us:

Dojo Networks specializes in providing fully managed Internet and WiFi service to apartment communities. We are a rapidly growing State College, PA - based company seeking additional technical staff to help us build/maintain our high-performance networks and provide very responsive customer support.

About the Position:

As a Dojo Networks NOC Technician, you will be responsible for responding to escalated customer issues, network monitoring, maintaining network infrastructure, collaborating with Customer Support regarding support processes and the Engineering team to enhance network performance related to MDU WiFi Networks.

Primary Responsibilities:

• Monitor alert systems and take appropriate action
• Assist in management of the emergency process for support requests requiring escalation
• Perform fault analysis, isolation and remediation in switching, digital, optical, wireless and other technologies
• Ability to organize and prioritize work and adapt to changes quickly
• Maintain accurate records in a variety of tracking resources
• Work with support technicians in the field and management to do whatever is necessary to provide excellent service  
• Assist in coordination of the support teams to maximum utilization and improve communication
• Act as a point of contact for all types of service requests
• Professional and effective written and oral communication as well as excellent interpersonal skills: including telephone skills, active listening and customer-care
• Communicate directly with customers as needed
• Communicate directly with upstream service providers
• Continuously develop technical skills through partner and recommend training by leadership
• Intermediate understanding of networking technologies and components such as switches, routers, wireless access points, wireless controllers, fiber infrastructure, and firewalls
• Understanding of support tools, techniques, and how technology is used to provide WiFi services
• Committed to continuous improvement of self and the team
• Provide feedback on opportunities to improve process and workflow efficiency
• Self-motivated with the ability to work in a fast moving, team based environment.
• Responsible for maintaining outstanding communications with leadership, customers, vendors, teammates and representing company professionalism and commitment to “Knock your socks off Service”.
• Ability to utilize Microsoft Excel, Word, PowerPoint and other applications as assigned.  Company also uses Google products such as; Documents, Sheets, Drive and other applications under the Google umbrella.
• May participate in after-hours rotation.
• Minimum Qualifications:
  • Prior Telecommunications, NOC, Customer Support, or related field experience
  • Strong computer skills and a quick learner
  • Strong attention to detail
  • Strong Interpersonal and customer service skills
  • Ability to self-motivate and work independently.
  • Excellent written and verbal communication skills
  • Ability to perform well in a team environment, including the accurate transfer of information and task hand-off
  • Legally authorized to work in the U.S. and ongoing background checks required
• Compensation and Benefits: 
  • Medical and Dental/Vision plans available
  • 401(k) with a company match
  • Voluntary Life/AD&D
  • Long-Term Disability (LTD)
  • Short-Term Disability (STD)
  • Holidays and Paid Vacation

Benefit Conditions:

• A waiting period may apply
• Only full-time employees are eligible

Typical Schedule:

• 10AM – 9PM
• 1-hour lunch

Work Remotely

• Yes