Purpose
Assist in the implementation and upkeep of services pertaining to internet and wireless networks.
Essential Duties
•Implement and upkeep of network equipment.
•Troubleshoot issues on customer facing equipment and services.
•Provide in-person technical assistance to customers.
•Support the customer service team with calls and trouble tickets online.
•Become proficient with and troubleshoot issues pertaining to OSI Layers 1 & 2 in technologies such as LAN, WAN, Wi-Fi, VoIP, Microwave and GSM
•Proper handling of customer (Personally Identifiable Information) PII
General Description
Trainee must work with a diverse staff to troubleshoot and resolve OSI Layers 1 & 2 issues on-site, with minimal assistance from advanced technical staff. This work will take place in expeditionary areas across the Middle East, Europe, Asia, and USA.
Trainee must make best effort to become proficient in the following, within 6 months of employment:
•Data network systems: IP, T, etc.
•L, routing and switching, including static and dynamic routing protocols, VLANs and STP.
•Wi-Fi technology, VoIP & CISCO & Meraki equipment.
•Transport methods and equipment used (fiber, microwave, leaky coax)
Minimum Requirements
•Proficient in spoken and written English
•Willing to travel to Qatar, Afghanistan a other Asia and Middle east operations - no special dietary needs or aversion to shift work, etc.
•Exhibits technical acuity. CCNA Desired.
•Able to work without supervision or with minimal supervision.
•Supports and enjoys multinational and diverse work environment
Required Technical Skills:
•Trainee will be involved in the following technical duties and be expected to make the necessary effort to be competent within 6 months:
oInteracting with various billi systems searchi data and records
oUsing standard business applications such as MS Teams, Word, Excel, and Outlook
oUsing technology specific applications for doentation and diagraming such as LucidChart, Visio, Device42, etc.
oProviding customers with support via email and phone
oCollaborating with team members including remote staff electronically
oInternally developed and industry standard customer support and service desk practices including ITIL
oAble to communicate effectively, customer friend, and able understand customer requirements and issues verbally or in writing.
oFamiliar with company SOPs and policies
oBas understanding of directly involved technology including the following:Data network systems, including IP, T, etc.L, routing and switching, including static and dynamic routing protocols, VLANs and STP.SNMP and SNMP manager (Nagios, LogicMonitor, Solarwinds, etc.)Wi-Fi technology, VoIP & CISCO & Meraki equipmentTransport methods and equipment used (fiber, microwave, leaky coax)Troubleshooting and analytical skillsDeveloping written procedures: technical on-boarding customers, support calls and basic database management.Specialized in deployment, troubleshoot and management of wireless environment.
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