Achieve and maintain technical familiarity with all Guide Star Customer SOWs, networks, and technical infrastructure.
Monitor, troubleshoot, and support internal and customer networks, servers, applications, endpoints, and virtual infrastructure.
Monitor ticketing application for tickets assigned to various internal and customer-based ticket queues; triage, and process tickets based on priority and SLA.
Create and manage vendor support cases on customer behalf.
Utilize and understand customer security applications ensuring strong cyber security support for all customer devices.
Install, upgrade, test, or configure workstations, peripheral equipment, and software to support customer needs.
Maintain inventory and monitor health of managed equipment and software, with remote management software.
Assist with onboarding of new customers and employees.
Maintain departmental knowledge resources.
Provide weekly/monthly reporting on trends and activities, if requested.
Maintain documentation and perform proactive maintenance on customer networks.
Ensure confidentiality of company and customer information.

Associate degree in an IT related field preferred.
Prior experience in a network or IT support role required.
Basic understanding of TCP/IP, subnetting, and the OSI network model required.
Basic knowledge of Wi-Fi functionality, VoIP MTA, eMTA and VoIP Support required.
Experience with service provider networking (routing, switching, optical transport, etc.).
Experience with Service Provider or large Enterprise Networks and WAN.
Experience in troubleshooting of Access platforms: FTTH, DSL, DOCSIS, Cell Backhaul, and Carrier Ethernet.
Knowledge and troubleshooting of Internet technologies: IPv4, IPv6, DNS, DHCP, SIP and MGCP VoIP, BGP, OSPF, GRE, IPSEC, VRF, RADIUS, TACACS.
Knowledge of CMTS, FTTH, and DSL access technologies and troubleshooting.
Understanding of Video product delivery, including cable television, satellite television and IPTV.
Proficiency with VOIP Telephony.
CCNA, NET+, or equivalent associate-level industry certifications.
Capable of basic troubleshooting steps.
Basic knowledge of support software tools.
Proficient with Microsoft Office Suite.

Technical Support Specialist I

Key skills