Technical Support Specialist

Access One•Chicago, IL

5d•$24 - $27

About The Position

Access One is a business technology services and communications provider, dedicated to world-class technologies and award-winning client experience. Founded in 1993, Access One strives to provide seamless technology services that scale and evolve along with their company. Our custom-tailored solutions can be delivered modularly or as a complete, end-to-end service, ensuring unrivaled accountability for our clients’ communications, managed IT, and cloud-based services. Access One’s services give businesses back their time and increase their productivity. Our clients’ success is our success. This position is responsible for providing front end technical support to Access One’s Telcom, Data, and Managed Services portfolio. Responsibilities include managing trouble tickets and phone calls and interfacing with network partners and internal resources to achieve swift resolution to service issues. This position is also responsible for network monitoring and proactively notifying customers of ticket status. The Technical Support Specialist will effectively provide first level support for Voice Services (PRI, SIP, Long Distance, 911, UCaaS, POTS) and Data Services including but not limited to Core/Edge and CPE Routers, workstations, servers, LAN and SDWAN networks.

Requirements

Minimum High School Diploma or equivalent
Minimal 2 years of experience in a similar role
Understanding of operating systems, business applications, printing systems, and network systems
Advanced diagnostic skills of technical issues
Knowledge of IT applications, processes, software, and equipment
Strong organizational and customer service skills
Interpersonal skills: such as communication skills, active listening, and customer-care
Ability to multi-task and adapt to changes quickly
Ability to work in a team and communicate effectively
Technical awareness: the ability to match resources to technical issues appropriately
Service awareness of all organization’s main services for which support is required
Understanding of support tools, techniques, and how technology is used to provide services
Self-motivated with the ability to work in a fast-moving environment

Nice To Haves

College level courses in IT or certification preferred
Professional IT Certifications, such as Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Access One.
Knowledge of HPBX/VOIP/UcaaS systems strongly desired
MetaSwitch experience a plus

Responsibilities

Answer phone calls, respond to tickets/alerts as well as handle escalated issues in a timely fashion
Ability to work within a ticketing system
Detailed communication with customers and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.
Provide necessary technical support at the network level: LAN/WAN connectivity, routers, switches, firewalls, and wireless.
Provide essential technical support for HPBX/VoIP/UcaaS services/TDM /CAS/8XX/ 911/SIP
Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
Technical Support for backup and disaster recovery solutions provided by Access One.
Work jointly with team members, Field Engineers, NOC, and Project Engineers when needed or called on for assistance.

Benefits

An opportunity to grow your career and expand your knowledge
Professional development and growth through continual learning
Recognition of all your accomplishments, large and small
A chance to relax and enjoy your co-workers at company events
Access to health programs such as gym membership incentives
Comprehensive benefits including insurance, PTO (Paid Time Off) and financial planning
Volunteer and donation opportunities to help improve our community

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