SageNet is a leading managed services provider specializing in connectivity, digital signage, and cybersecurity. The company connects, manages, and protects technologies and devices across widely distributed enterprises. SageNet’s people, processes, and technologies, coupled with its collaborative approach, empowers customers to achieve their core business objectives.
The company offers world-class service and support via its US-based 24/7/365 Network Operations Centers (NOCs) and Security Operations Centers (SOCs), geographically diverse teleports, a central National Logistics Center, multiple data centers, and a nationwide field service organization. What makes SageNet unique is its Why: SageNet is passionate about Trusted Connections. This is a two-fold calling. First, the company creates trusted, reliable, and secure technological connections for its customers.
Second, and perhaps even more importantly, SageNet works tirelessly to build trusted human connections with its customers, partners, and communities. The company believes that by creating, discovering, and nurturing these trusted connections, SageNet enhances the world that connects us all. With a three-decade track record in managed services, SageNet boasts a long-term customer base that includes the nation’s largest retail, financial, healthcare, utilities, and energy organizations. SageNet manages communications for more than 220,000 endpoints. Headquartered in Tulsa, SageNet has regional offices in Atlanta, Toronto and Washington, D.C.
Job Purpose
Provide moderately complex technical support to clients via email, phone or other methods. Possess a good understanding of company's products and services, to include broadband, enterprise, network monitoring, and processing maintenance requests. Knowledgeable of concepts, practices and procedures associated with each product and service. Escalate complex issues to senior level Tier 2 or Tier 3 personnel as required. Reports to Supervisor or Manager but must be capable of making decisions and following through to resolve issues and restore customer service.
Duties and Responsibilities
- Process incoming maintenance requests on a 24x7 basis, determining if dispatch is required, and following through to ensure dispatch has been scheduled
- Provide 1st and 2nd level phone support for NMS tickets
- Experience with desktop operating systems including Windows and Unix/Linux
- Diagnose and resolve technical hardware and software issues involving internet connectivity, LAN/WAN
- On a 24x7 basis, utilize existing tools and systems to update customers in a timely fashion on all open tickets daily
- On a 24x7 basis, utilize existing tools and systems to properly progress open tickets to closure
- Respond in a timely manner on all proactive monitoring alerts and ensure progression is tied to contracted SLA's
- Provide instant message NMS support to Technical Support agents (both internal and external)
- When appropriate, escalate complex issues to Tier 2 or Tier 3 in a timely manner
- Coordinate responses and communication during outages under the direction of Senior-level Tier 2
- Suggest methods to improve area operations, efficiency, and customer service
- Build and maintain relationships with all NOC teams and perform all other tasks as assigned
Qualifications
- 1+ years of 7 x 24 NOC experience, or equivalent education
- Previous Help Desk/Technical Call Center experience required
- Advanced PC/laptop software knowledge and skills, including installation, configuration, and troubleshooting
- Understanding of common Internet protocols, including TCP/IP and DNS
- Strong customer service and communication skills (both oral and written) and demonstrated ability to work as a team player
- Demonstrated ability to effectively manage and prioritize multiple tasks
- Effective interpersonal skills for interaction with all levels of staff, clients, vendors and consultants even in stressful situations
- A working knowledge of the systems, tools, and processes required to perform assigned tasks
- Experience and accuracy in configuring and troubleshooting the complete line of SageNet's products and services
- A working knowledge of SageNet's network architecture, including hub, server, and NMS components
- Basic understanding of both Windows and Unix based platforms
- Demonstrated attendance reliability through history of minimal unplanned absences
- Flexibility to work any shift including holidays, weekends and nights, both on a semi-permanent or rotating basis as required
- Ability to complete and 8am-5pm Monday thru Friday training schedule for the first 2-4 weeks
- Post new hire training, ability to be flexible with schedule in a NOC that is 24 x 7 x 365 (nights, weekends could be required based on business needs)
Working Conditions
- Productively work in a hybrid work environment which consists of 2 mandatory “all-in” days, 1 variable day, and 2 virtual days. Hybrid work environment is applied per position/department and may be subject to change per changes in the Policy.
- Corporate business office space where NOC is in a key card access only space
- New hire training schedule is 8am-5pm CT Monday thru Friday for the first 2-4 weeks
- Post new hire training, could require days, nights, and/or weekends based on business needs
- Business casual working environment
Physical Requirements
- Visual Acuity: Ability to view and interpret data on screens, distinguish colors.
- Mobility: Comfortable sitting for extended periods, moving within the NOC.
- Communication: Clear verbal and written skills for team interaction and documentation.
- Stamina: Flexibility for shift work, ability to work under pressure.
- Manual Dexterity: Proficient use of keyboards, mice, and small tools.
Classification*:
Non-exempt
Position Type:
Full Time
Travel Requirements:
None
Direct Reports:
None
Safety Sensitive:
Not Applicable
Attention All Third-Party Agencies, Headhunters, and Recruiters
SageNet will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to SageNet will be considered the property of SageNet. SageNet will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. SageNet is not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. SageNet only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement.
All contact with SageNet from third parties must be through our Talent Acquisition Department. Any contact made outside of the SageNet Talent Acquisition Department by a third party will cancel any future business relationships between the third party and SageNet.
Please contact
Katie.Halstead@SageNet.com
for any questions.
