Broadband Analyst
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About The Position
Acumera Inc. is seeking a Broadband Analyst to join our Tier 1 Support Associate team. This entry-level position is designed for individuals who are eager to enter the information technology support field but may have little to no prior experience. The successful candidate will work within the Broadband team, contributing to the responsiveness, compassion, and competency of Acumera's customer-facing support team. The role involves triaging incoming support requests, ensuring that those that cannot be completed by NOC Associates are documented and escalated appropriately. The Broadband Analyst will support Acumera's Broadband and WAN Failover products by troubleshooting Internet connectivity issues, contacting customers and carriers, and scheduling on-site support or equipment replacement as necessary. In addition to troubleshooting, the Broadband Analyst will assist with the support of Acumera's Virtual Networking (VPN) products and participate in the daily log review process for customer account activity. The position offers on-the-job training, allowing the candidate to learn troubleshooting and customer support techniques while contributing to the success of internal or customer-facing projects as assigned. The ideal candidate should possess a positive attitude, be self-motivated, and embrace change, making them a valuable team player in a fast-paced environment.
