Responsibilities: Serve as the first point of contact for customers seeking technical assistance over the phone or email. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process. Direct unresolved issues to the next level of support personnel. Provide accurate information on IT products or services. Record events and problems and their resolution in logs. Follow-up and update customer status and information. Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest possible improvements on procedures. Responsible for Tier 1 and Tier 2 Technical Support, troubleshooting, and escalating incidents. Interface directly with project team to provide detailed system design and capabilities information, report project progress via formal and informal channels, provide networking expertise to project team. Work with Telcos to turn up circuits. Coordinate upgrades of equipment allocations. Coordinate wireless design, heat maps and approve wireless documentation. Monitor and analyze protocol/video communication to determine issues. Provide quality Technical Support and Customer Service to all customers through multiple channels (Phone, E-Mail, Monitoring etc.). Monitor and maintain network system's performance by following SOPs and Process Guidelines. Comfortable working in shifts, during US Business hours in a NOC/Support Center environment. Responsible for creating and updating documentations. Address assigned tickets in a timely and professional matter (i.e. trouble shooting common network and TV related problems such as wireless connectivity and programming TV channels). Complete associated paperwork with each work order in a timely manner to ensure all details of the work are recorded. Other duties as assigned. Customer Technical Support Answer incoming client calls, exercise excellent customer service while creating tickets in accordance with each clients specific needs. On-call technical support of Synergy Fiber products and services. Weekend on-call support on a rotation basis. Qualifications and Experience Proven experience as a technician or other customer support role. Ability to diagnose and resolve basic technical issues. Proficiency in English. Excellent communication skills. Customer-oriented and cool-tempered. Highly self-motivated. Team-oriented and skilled in working within a collaborative environment. Quality awareness. Must be self-motivated and willing to learn. Good team player but able to work independently with minimum supervision. Accurate documentation. Ability to learn quickly, work autonomously, and address any issue that arise. Ability to multi-task and handle complex matters with minimal supervision and excellent follow up skills. Experience in local and wide area networking, communications, within a multi-platform network environment is a plus. Familiar with many of these items: Windows Server 2008/2003/2000/SBS, VMWare, Cisco IOS, TCP/IP, DHCP, DNS, Active Directory, Exchange, IIS, PHP, LAN/WAN; VLANs, VoIP, Terminal Services, routing and remote access solutions, firewalls, SQL, Microsoft Office, PCs and other common applications and security. Network+, Wireless, or Cisco Certifications a plus. Associate Degree or related experience and/or training; or equivalent combination of education, experience and certifications. Extensive knowledge of IP networking and applications running over networks. Synergy’s Seven Non-Negotiable Traits At Synergy, we believe that sharing the same values and morals leads to a successful and motivated team. We’ve identified the below seven non-negotiable traits for the team to adhere to, both personally and professionally: We respect people the way we respect ourselves. Believe in things we do and have a can-do attitude. Trust each other’s abilities and strengths. Commit to our work and take ownership. Have courage to overcome challenges and obstacles and encourage others to do the same. Be grateful and appreciative for the opportunities provided by Synergy, people and things around us. Be loyal and devoted while working at Synergy. We demonstrate our understanding of these seven non-negotiable traits and uphold them in every action and decision. We expect our actions to be consistent with our words, and our words to be consistent with our intentions. We ensure our integrity by holding ourselves accountable for our words and our actions. We believe that upholding these highest values and morals could create an environment at Synergy where everyone of us can work together toward tomorrow.