Networking Technical Support

FrontierUS•Traverse City, MI

About The Position

Frontier is seeking a self-motivated individual with a strong work ethic to join our growing team. The right candidate will have a focus on customer experience, be detail oriented and be able to effectively troubleshoot networking issues. The technical support specialist will work with other team members and support teams to ensure technical issues are addressed. They will also work with the sales team to support pre-sales technical and design questions.

Requirements

Troubleshoot network and routing issues proficiently
Professional written and verbal communication, presentation skills, and the ability to provide step-by-step direction
Team player who is self-motivated, organized, detail oriented
Ability to identify and manage different projects and priorities
Display integrity, ethical behavior, and respect confidentiality

Nice To Haves

Strong understanding of telecommunications/networking
Some experience with Microsoft Visio
Peplink PCE/PCA certification
Previous experience with Peplink, Cradlepoint/Ericsson or Sierra Wireless
Experience with Linux

Responsibilities

Provide Tier 1 and 2 technical support to clients
Educate clients on Peplink features and benefits
Respond professionally to support tickets to resolve issues or create a path forward to escalate the issue
Explain troubleshooting steps for clients so they feel heard that their concern is being addressed
Arrange devices to be online and use cloud platforms to configure them
Reproduce client configurations for testing and issue isolation
Create and maintain knowledgebase articles
Ensure proper testing and processing of returned items