Level 1 Tier 2 Enterprise Support Agent in Earth City, MO at Interface Security Systems

Date Posted: 12/20/2019

Job Snapshot

  • Employee Type:
    Full-time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    12/20/2019

Job Description

At Interface, it’s the human equation that drives us.

Headquartered in St. Louis, Missouri, Interface is uniquely qualified to be the one source for safeguarding customer data, people, and assets. As the leading national provider of cloud-based managed network services and security systems for retail, commercial and small business customers, we provide the industry’s most comprehensive bundle of integrated solutions that connect and protect some of America’s best-known companies.

The Enterprise Support Agent position exists within Interface Security System’s Managed Network Operations Center. Interface provides these nationally recognizable clients with a diverse bundle of managed communications, networking, and security solutions.  Those managed solutions include Internet, Phones, VPNs, WiFi, LAN switching, security alarm monitoring, and video services.  It is the responsibility of the Enterprise Support Agent to engage with those clients and technologies directly.

 

The Enterprise Support Agent role was purposefully designed to play a key role in enabling a seamless client-driven support experience for these complex clients.  As such, this role is made up of a hybrid of focused functions including technical network support for voice/data services, problem management, client relationship development, escalation support, cross-functional coordination, reporting/analysis, process innovation, and elements of project management.

 

This purpose of this position is to strengthen, distinguish, and enrich the clients’ overall support lifecycle experience.  The chief duties of this role are to effectively engage directly with these enterprise network clients and their managed networks to align with their priorities/expectations and to drive their experience; meeting/exceeding the established SLAs and KPIs along the way.  In doing so, this role is responsible for driving network restoration cycles, providing timely updates to key stakeholders, and transparently demonstrating the level of service required to surpass expectations.  This role functions both as an individual contributor, as well as, a key member of a broader cross-functional support mechanism.  As such, this role engages hands-on in network support cycles in some cases, while in others, coordinates and leads those efforts at various levels as required to deliver timely resolution.

 

Job Functions

  • Lead practical, highly effective business and technical communication cycles; both verbal and written.  
  • Effectively engage with a diverse internal and external audience.  The client audience includes technical personnel, management, operations, support, and field resources.  Internal teams include Field Operations, Logistics, Delivery, Account Management, Network, client service, and various vendors.
  • Execute and/or guide logical network fault isolation processes; for example, a working understanding of Layer 1-3 networking fundamentals, demonstrated technical abilities supporting IP-based networks, voice services, associated network equipment, and variable network access types.
  • Build and maintain enterprise-level client relationships to instill confidence in our product and life cycle management.
  • Actively manage escalation cycles, conference calls, intensive client communication, and interpret/understand detailed client/network requirements.
  • Effectively operate within a fast-paced environment and proficiently negotiate demanding client requirements.
  • Recognize, identify, and prioritize support incidents in accordance with client business requirements, organizational policies, and operational impact.
  • Categorize issues for escalation and assign to appropriate technical teams where required
  • Analyze open cases and/or chronic locations by proficiently applying a logical process of elimination for troubleshooting network services, top down. This includes network equipment, carrier circuitry, client wiring, client hardware, and software applications.
  • Maintain contractual Service Level Agreements and on occasion conduct a root cause analysis around outliers to assist in instilling preventative measures with management. 
  • Secondary point of contact for client call and chat queue coverage as needed.
  • Primary point of contact for field technician support.
  • Demonstrate technical proficiency with DSL/T1 circuits, Wireless technologies, CPEs, LAN/WAN, MPLS and IP networking configuration, troubleshooting, and fault isolation procedures.
  • Work schedule flexibility, weekend and off hours support as required.

 

Job Requirements

Knowledge and Skill

  • Excellent client service, interpersonal, communication, and organizational skills required.
  • Strong working understanding of IP-based voice and data networking fault isolation fundamentals.
  • Willingness to assume ownership and responsibility and seeing problems through to the end, and keeping all necessary parties informed throughout the process.
  • Ability to work independently manage priorities effectively.
  • Candidate must demonstrate exceptionally strong written and verbal communication skills.
  • Possess strong diagnostic and fault isolation techniques.
  • Proficiency with all primary Microsoft Office and related software applications.
  • Be a quick learner and possess a strong sense of self-motivation.

 

Education / Experience

  • Bachelor's Degree in a technical field or equivalent experience preferred.
  • Previous Enterprise, IT or Managed Service Provider Experience.
  • Working knowledge of the OSI Model Layer 1 through Layer 3.
  • Hands-on experience working with one or more of the following:
    • Data networking, including TCP/IP, UDP/IP, ICMP, DNS, VPN, routing, bridging, and switching.
    • Telecommunications technologies, including T1, DSL and Metro Ethernet.
    • Networking devices, including routers, switches, firewalls, PBX and ATAs.
  • Experience supporting voice services at some level.
  • Experience working remotely with technicians in the field.
  • Excellent verbal, written and analytical skills.
  • Certifications related to IT/Network technologies a plus.

 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit.  The employee is frequently required to talk or hear to interact with employees/customers.  The employee is occasionally required to stand, crouch, and kneel.  The employee may occasionally lift objects up to 10 pounds that could include small equipment.  Specific vision abilities by this job include close vision, depth perception and ability to adjust focus in order to view drawings and read work orders and other company material.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed indoors in a fluorescent-lit work space at the employer’s office.

Interface offers a competitive compensation package based on education and experience plus excellent benefits that include medical, dental, vision, 401(k), paid time off, the opportunity for growth and much more. Please submit a resume, cover letter, and compensation requirements.

Interface Security Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.  The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship. 

Interface Security Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Security Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.