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Technical Support Specialist

Apex Systems

This is a Full-time position in Plano, TX posted July 19, 2021.

Position: Technical Support Specialist Client: TAC Academy Location: Temporarily Remote (Plano, TX) There WILL be transition into the office Shift: M-F Normal working hours Start Date: 8/16/21 Estimated Duration: this role is slated to be a 6 month contract with strong potential for FTE Pay Rate: $25.00/Hour (40 Hour work week) Level of Experience: 1-3 years Technical Support Specialist Job Duties: * Provide Technical Support to customers and partners* Provide configurations, troubleshooting and best practices to customers* Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.* Provide fault isolation and root cause analysis for technical issues* Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.* Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.* Travel may be required to customer sites in the event of a critical situation to expedite resolution.* Provide on-call support 24×7 on an as needed basis.* Set up equipment in the lab for replications Skills: * Excellent verbal and written communication skills and the ability to listen and understand a customer problem or question to help them solve it.* Excellent communication skills as it will be integral part of job (phone, email, documentation, etc.)* Knowledge with TCP/IP* Good knowledge with layer 4 protocols (TCP / UDP)* Good understanding of MAC / ARP / NAT / Route tables.* Knowledge with DHCP / DNS* Knowledge in Routing & Switching (OSPF / BGP / VLAN / STP)* Knowledge with Security (IPSEC / SSL-VPN)* Knowledge with Cisco, Checkpoint, Juniper (Netscreen), Fortinet products a plus* Knowledge with Authentication Protocols a plus (Radius / TACACS)* Certifications such as Cisco CCNA and Juniper JNCIA are highly preferred but not required If interested, send a copy of your resume to sbrewer@apexsystems.com