Tech Support Associate

Job Description

Technology|Networking|Routing technologies

Domain

Delivery

Interest Group

Company

ITL USA

Requisition

143048

We are growing our US team by the hundreds this year. It’s a very exciting time to join our team because we not only invest in your technology training upon onboarding, we make a commitment to continue our investment in your learning throughout your career  offer mentorship programs, continuing education courses with our digital classroom partners and we build our leaders on the inside with our Leadership Institute program.

As a Tech Support Associate, you will provide support to consulting and technical teams by contributing to various stages of telecom network implementation and network maintenance life cycle. You will assist the team by providing network maintenance support, conducting root-cause analysis of issues, ensuring high quality and on-time customer service. You will play a critical role by contributing to the knowledge management process while interfacing with internal teams and driving higher efficiency.

• High school diploma or equivalent educational qualification.
• Proficient in both oral and written communication, ensuring clarity and professionalism in all interactions.
• Exposure to computer operating skills.
• Attention to detail and problem-solving abilities.
• Candidate must be willing to provide project support to the client during business hours (7:00 AM – 8:00 PM CST, Monday through Saturday). The role requires working an 8-hour shift per day within the specified business hours, totaling 40 hours per week across 5 working days. Sunday will be a fixed weekly off, and the second weekly off can be any day between Monday and Saturday.

• Basic understanding of TCP/IP, DNS, DHCP, VLANs, subnetting, NAT, and common ports/protocols.
• Familiarity with switching and routing fundamentals.
• Troubleshooting experience with wired and wireless connectivity.
• Basic knowledge of firewall concepts and VPN fundamentals.

• Support in Order to Cash functionality (End to End workflow starting from Order Entry till Activation) in Service Delivery.
• Develop, maintain and manage customer relationships from the operational to executive levels throughout the organization.
• Serve as primary technical point of contact for the implementation and regroom team, interfacing with engineering, service delivery, internal and external partners and customers.
• Demonstrate understanding of disconnect design/offnet workflow, various apps/tools and processes to help efficiently manage and support customer requested disconnects and DCO research.
• Coordinate with Customer on understanding their requirement based on the request they submitted.
• Provide centralized L1 operational support for FTTH service delivery by assisting field technicians and internal teams via multiple contact channels, ensuring timely progression of customer service orders.
• Support service restoration and provisioning activities by performing or guiding tasks such as Optical Network Terminal changes, activations, and service provisioning, and validating completion criteria to restore customer services.
• Maintain accurate facilities, network mapping, and logical inventory across copper and fiber service areas by implementing mapping/inventory updates, correcting discrepancies/out-of-sync conditions, and ensuring systems of record reflect network reality.
• Triage and resolve order fallouts by identifying blockers, troubleshooting issues, documenting processes, reviewing checklists, and developing reference implementations.
• Understand the existing system and processes to document.
• Additional responsibilities may include application development, infra support, cyber support, Microsoft office, Service Now, and associated areas.
• The job entails sitting as well as working at a computer for extended periods of time. Must be able to communicate by telephone, email, or face to face. Travel may be required as per the job requirements.

• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness, Hospital Indemnity, Legal)
• 401(k) plan and…