Networking Technical Support

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.

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

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

• Technical certifications are not required but are a plus

Preferred skills:

• 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

Benefits:

• Comprehensive Health, Dental, Vision and HSA benefits


• Supplemental insurance options


• GTL, AD&D, LTD


• Paid time off


• ESOP retirement plan


• 401(K)