Support Technician

Atlantech Online•Silver Spring, MD

4d•Onsite

About The Position

Atlantech Online, Inc. is seeking a dependable, self-motivated full-time Support Technician in Silver Spring, Maryland. The role provides technical support to end-user customers by phone and email, investigating and troubleshooting connectivity and voice-service issues. The technician also monitors the uptime of critical infrastructure and customer networks and handles a steady daily volume of support tickets while following company policies and procedures. The position typically involves rotating eight-hour shifts, including nights, weekends, and holidays.

Requirements

At least 2 years of networking experience.
Experience troubleshooting wide area network and local area network connectivity and administering VLANs.
Experience with Juniper and Cisco routing and switching equipment.
Ability to identify patterns in support issues when investigating outages.
Ability to handle a steady pace of technical support tickets.
Knowledge of the OSI and DoD reference models.
Knowledge of voice protocols, specifically SIP, and VoIP phone systems.
Must be fully vaccinated against COVID-19; reasonable accommodations may be available for documented medical disabilities or sincerely held religious beliefs.
Excellent customer service, attention to detail, professionalism, teamwork, and ability to complete work in a timely manner.

Nice To Haves

An active network certification, such as A+, CCENT, or Net+.

Responsibilities

Provide technical support to end-user customers by phone and email.
Investigate and troubleshoot connectivity and voice-service issues.
Monitor the uptime of critical infrastructure and customer networks.
Manage daily technical support tickets and follow applicable policies and procedures.