Network Support Specialist - Level 2 in Earth City, MO at Interface Security Systems

Date Posted: 11/4/2019

Job Snapshot

Job Description

Interface Security Systems' is now hiring LEVEL 2 Network Support Specialists in Earth City, MO

SUMMARY

The Level 2 Network Support Specialist position exists within Interface Security System’s Managed Network Operations Center, which is focused on providing enterprise-scale network customers with a world class support experience.  Interface provides this portfolio of customers with a diverse bundle of managed communications, networking, and security solutions.  Those managed solutions include Internet, Phones, VPNs, WiFi, integrated backup, LAN switching, security alarm monitoring, and video services.  This role engages with those customers and technologies directly. 

The Network Support Specialist role was purposefully designed to meet these customer’s unique business and technology support needs for the enterprise managed network services bundle Interface provides. This primary responsibility of the Level 2 Network Support Specialist is to play a key role in enabling a seamless customer-driven support experience for the complex networks being supported.    

The chief duties of this role are to manage expedient resolution of all associated voice/data network services.   As a Level 2 Network Support Specialist, this function sits in between a Helpdesk and Level 1 support organization and Network Operations and Engineering.  The Level 2 team members are required to be OSI model and network fault isolation experts, so are required to have extensive experience with IP-based Voice/Data network configuration, delivery, or support knowledge. This role acts as the primary endpoint for technical escalation and fault isolation for customer network-driven events, immediately prior to engaging engineering resources from within the network organization. 

Though paired with HelpDesk and Level 1 support teams, this role also engages directly with customers as required. As such, and in addition to demonstrated expertise with Layer 1-4 IP voice/data network fundamentals and associated device configurations, exceptionally strong written, oral, and customer communication skills are also required.  Level 2 Network Support Specialists are required to provide real-time network support through various channels including ticket management applications, email, chat, and phone.  Key day to day functions include supporting network incidents that could not be resolved by the HelpDesk or Level 1 support teams.  Those cycles range in size and complexity; including everything from single site device and connectivity diagnosis to broad scale network faults and complex configuration changes. Among other platforms and technologies supported, router and Ethernet switch support, IP and SIP-based voice platforms, managed VPNs, WiFi, and integrated backup solutions are the most common areas of support focus.

A wide range of network architectures, equipment, and access types are supported; ie. Cisco, Fortinet, & Meraki equipment platforms, IP-based VoIP and SIP solutions, a wide range of access types [from xDSL/Cable/T1 and 4G/5G to Optical], proprietary VPN configurations, and back-up network solutions.   

LEVEL 2 HELP DESK REPRESENTATIVE ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Ability to lead and manage practical and highly effective technical communication cycles; both verbal and written.
  • Engages with a diverse internal and external audience.  The customer audience includes technical personnel, management, operations, support, and field resources.  Internal teams include Field Operations, Logistics, Delivery, Account Management, Network Engineering, and various vendors.
  • Ability to proficiently lead and execute logical network fault isolation processes independently.
  • Required to work with cross-functional teams to drive expedient fault isolation diagnosis & resolution.
  • Provides the primary organizational interface the customer Managed Network Operations Center to Network Engineering.
  • Actively support trouble ticket escalations as needed
  • Maintain a thorough understanding of Internet network fundamentals, associated platforms, devices, and configurations. (IP Routing, DNS, Security, HTTP, VPN, etc.)
  • Maintain a thorough understanding of and retain practical experience supporting Local Area Networking technologies.
  • Manage or assist on assigned projects and program components to deliver services in accordance with established objectives
  • Respond to inquiries from staff, administrators, service providers, site personnel and outside vendors to provide technical assistance and support

 

Job Requirements

LEVEL 2 HELP DESK REPRESENTATIVE QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experience

  • Bachelor's Degree or equivalent experience required
  • Minimum of 2-3 years of practical experience with a technology service provider
  • Very strong working knowledge and practical application of the OSI Model 
  • Experience working within a technology delivery or support operation; ie. NOC, Field, HelpDesk, Call Center, or Provisioning/Delivery organization.
  • Knowledge of data networking, including TCP/IP, UDP/IP, ICMP, DNS, VPN, routing, bridging, and switching
  • Experience supporting voice services at some level
  • Maintains strong values of integrity, commitment, and self-improvement
  • Solid understanding of IT Security best practices
  • High quality customer service skills
  • Ability to work well with others on a team or alone on projects
  • Awareness of ITSM and ITIL platforms and process
  • Preferred certification:  CCNA

LEVEL 2 HELP DESK REPRESENTATIVE SKILLS AND ABILITIES

  • Strong written and verbal communications skills; both from a highly technical and very non-technical audience perspective
  • Strong working understanding of IP-based voice and data networking fault isolation fundamentals
  • Proven experience supporting technology services for large customers
  • 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 

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 workspace at the employer’s office. The employee may be required to travel by airplane and/or motor vehicle and to occasionally stay in hotels.

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.


Our service offerings include PCI-compliant private secure managed broadband, managed digital voice, alarm/event monitoring, interactive video surveillance, managed access control and fire/life safety systems. Multiple UL-Approved 5-Diamond CSAA Certified Secure Operations Centers monitor, manage and support their system, backed by a nationwide service delivery infrastructure.


Interface believes in the philosophy of listening to our customers and addressing their needs. We are guided by integrity as well as an all-consuming desire to exceed expectations and foster long-term partnerships. Our goal is nothing less than complete customer satisfaction. And we strive to achieve it by providing responsive, accommodating service to each and every one of our valued clients.

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.