Technical Support Advisor

JSI Telecom, Inc. is pleased to announce that we are currently recruiting for the position of Technical Support Advisor. This is a mission critical position which is in direct contact with our world-wide customer base.

Primary Duties

Deliver service and support to customer end-users using via call distribution phone, remote connection and/or over the Internet;

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;

Diagnose and resolve technical hardware and software issues involving a wide array of technologies

Follow Standard Operating Procedures to resolve customer issues, both as first call resolutions and by working with other JSI groups when necessary.

Escalate issues which cannot be resolved to management and to other JSI groups.

Enter issues and fixes into the ticket monitoring system.

Onsite and remote working.

Work issues and service requests as assigned.

Maintain contact with customers as needed.

Stay current with system information, changes and updates.

Ability to travel CONUS and OCONUS up to 30% of the time

Essential Requirements

Possess a positive customer-centric attitude;

Possess 2-5 years experience with at least three of the following skillsets(listed in order of preference)

oVMWare

oMicrosoft Server 2019+

oLinux

oActive Directory

oPowershell

oKubernetes

oMSSQL

o Cisco ASA
o Layer 3 switches (Dell, Cisco, HP)
o DELL SAN
o DELL Server Hardware [T and R Series]
o Network Administration;
TCP
LAN
WAN
Subnetting
Proper phone and email etiquette;
Ability to speak and write clearly and accurately;
Effective listening skills;
Ability to follow provided procedures;
Knowledge of relevant software computer applications and equipment;
Knowledge of customer service principles and practices;
Solid Troubleshooting experience and fundamentals;
Ability to work independently or with a group;
Work on-call support on a rotation or as assigned.
Work in a 24/7 environment and willing to work critical issues until resolved, which could be outside your normal hours.
Ability to multitask and stay organized;
Must be able to obtain and maintain a Top Secret Security clearance

Preferred Skills
Bilingual Skills
o Spanish
Bachelor of Science in Computer Information Systems, Computer Science or a similar discipline;
Current Industry Certifications (such as)
o MCSE Server Infrastructure 2019+;
o Linux;
o VMWare;
o CISCO;
o A+;
o Networking