Provide best in class customer service to Logically’s customer base
Adhere to company values while following best practices and operational procedures
Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately
Conduct multi-vendor troubleshooting
Facilitate customer communication via phone and email
Monitor service requests and call queue to ensure service levels and KPI’s are met
Answer technical questions, then verify and resolve technical problems
Contribute to customer-facing and internal documentation used for self-support
Maintain individual ticket queue to ensure timeliness and efficiency
Responsible for consistent communication with the customer, including being the liaison between customer and internal resources
Upgrade, install, and troubleshoot networks, networking hardware devices and software
Implement troubleshooting analysis of Firewalls, Network Switches, Wireless APs, and NGAV
Install, configure, and maintain network services, equipment, and devices
Help to create and improve documentation of best practices
Work directly with escalation and engineering teams to get customer problems resolved
Communicate with internal teams to find solutions and improvements for critical customer issues
Perform other administrative work and project tasks to support various department initiatives
Perform basic systems testing and operational tasks including configuration, outage remediation, and firewall add/changes and firmware updates
Job routinely requires lifting equipment weighing 15 pounds and may require occasional lifting equipment up to 50 pounds.
Develop into subject matter expert in at least one area
Requirements
Associate's degree preferred
1+ years of experience in professional IT Business environment
Preferred certification in Network+ and/or Security+
Basic Problem solving
Basic understanding of Level 1 Help Desk and/or Network related issues and demonstrated aptitude for growth
Strong problem-solving aptitude, ability to effectively route issues with the appropriate priority to the appropriate service board
Must possess excellent customer service skills and deliver services in a personable, courteous, and professional manner
Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills
Business acumen; translating business requirements into related solutions
Flexible and able to remain calm in times of stress while managing multiple priorities at one time
Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
Sound problem-solving technique with ability and persistence to generate options and select the best solution
Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders
Ability to communicate effectively with customers and various levels of management both verbally and in written form
Ability to manage multiple projects in a fast-paced environment
Team player mentality and willingness to share knowledge with others
Lifting equipment weighing 15 pounds with occasional lifting up to 50 pounds.
Tech Stack
Firewalls
Benefits
Competitive wages and benefits
Opportunities for personal and professional development