Network Support Specialist
Apogee, United States

We’re Apogee. Nice to meet you. At our core, we’re a student services organization that happens to focus on IT. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of today’s technology-savvy generation.

We work hard, celebrate success and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today.

Field Service Representatives are a vital part of our client's service organization. You will provide hands-on maintenance and operational support for data, video, IP video, cable TV, IP phone network core, and distribution equipment. You’ll do all this onsite interacting daily with our customers, which means you’ll need to have a professional attitude and appearance. You’ll report directly to a regional supervisor.

You’ll be a full-time worker, located in the San Antonio, TX area.

Here’s your job:

• Providing exceptional service to customers
• Working with Apogee to address end-user and network escalations
• Working with Apogee to coordinate client activities (e.g. move-in)
• Responding to emergency outages promptly
• Monitoring, investigating and retiring equipment alarms
• Collaborating with local network partners to address escalated issues/situations (e.g. virus outbreaks)
• Maintaining own schedule for onsite customer appointments within 24-48 hour SLA
• Tracking and updating escalation tickets
• Working with Apogee on customer install activities as needed
• Seeing that Apogee’s policies and end-user agreement are upheld in your perspective region
• Generating reports as required
• Attending training events as required
• Other documentation and administrative duties as requested

You’ll love this job if this describes you:

Deeply ingrained self-motivation. You’re motivated to get work done. That means that you love efficiency and are driven to complete a project.

Technical aptitude. Pick up on technical things quickly, and you are good at learning new products and new technologies. This specifically includes: reading blueprints, installing and configuring networking equipment, testing methodologies, and Internet connectivity troubleshooting.

Service to others/customers. Listen to customers (internal and external), address their needs and concerns, and keep customers informed by providing status reports and progress updates. Deliver on service commitments, meet established or agreed upon deadlines, and maintain supportive relationships with customers.

Taking initiative. Respond quickly and appropriately to requests that come to you from internal and external customers. Assume you’re wholly responsible for owning an issue to its conclusion (including solving the problem or escalating it in a timely manner).

Requirements

This is an on-call position. Unless there is a maintenance emergency or a business need that requires weekend work you can expect to be off weekends, evenings, and holidays. You will work weekends during move-in. This varies from region to region, typically August-September, but you will be required to work a few weekends since this is our busiest time of the year.

Experience we’re looking for:

• Experience with commercial-grade networking equipment
• Experience with fiber and copper-based, PON, DSLAMS, RF via coax, and QAM
• Complete understanding of electrical, analog, digital, electronic, switch, and routing concepts
• Certifications such as Net+, CCENT, CCNA, CWTS
• Experience with Cable TV headend equipment
• Associate’s Degree in a technical field with 2+ years’ experience or Four-year degree in Technology field
• 2-3 years of help desk or technical support experience
• 2-3 years of customer support experience

Physical requirements. You’ll use your hands to type, use power tools. You’ll stand, walk, reach with arms and hands, and due to the need to review client sites, may have to step over, climb or balance around obstacles, twist, stoop, kneel, crouch, or crawl. Our equipment can be heavy, you’ll need to lift up to 75 lbs.

Scheduling. Unless there is a maintenance emergency or a business need that requires weekend work. You will work weekends during move-in this varies from region to region, but typically in August-September, you will work weekends since this is our busiest time of the year.

Driving and Criminal Background. We take the safety of our team and our customers very seriously. You must have and maintain

Job Rewards and Benefits