TECHNICAL SUPPORT ANALYST I/II

| Charlotte, NC
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Who are we?

We are Segra. We are one of the largest independent fiber network companies in the Eastern US. Segra has a broad and dense service footprint across the Mid-Atlantic and Southeast. We are known for our future-forward infrastructure and state-of-the-art voice and data technology solutions for businesses and the public sector, as well as wholesale transport services to some of the worlds' largest carriers. Our network features the latest advances in IP, Ethernet, an dark fiber architectures, as well as high performance data centers throughout the Mid-Atlantic and Southeast regions. In addition, our network powers technology solutions such as Hosted Voice, Security and Cloud.

We have engineered our entire company operations to put our customers at the very center of everything we do. We invest in the communities of our customers by hiring locally and continually upgrading our network infrastructure. We have over 900 employees in 90 facilities, including 14 sales offices in 44 markets. We exist purely to help businesses within our footprint be successful. Come join us as we continue to grow and provide our customers a superior customer experience.

Are you ready?

Segra is searching for a dynamic Technical Support Analyst I to work in Charlotte, NC or Columbia, SC. The Technical Support Analyst I provides in depth support of the SEGRA Networks Transport, IP, and Ethernet Networks.

All applicants must be available to work 1st, 2nd, and 3rd shift as business needs dictate. This is a 24x7x365 environment.

The successful Technical Support Analyst I will have knowledge of Segra voice, data, and security networks and products, and strong working knowledge of voice over IP, SS7 networks, TDM voice and data troubleshooting (DCS, Media Gateways and Mux), and understanding of SONET networks, including the use of test equipment and network schema. The Technical Support Analyst I will troubleshoot LTE failover devices for both Internet and MPLS services, cloud-based and premise-based firewalls, SD-WAN devices and services, and Wi-Fi devices and services. The Technical Support Analyst I will work independently to triage and troubleshoot all issues in any of the above-mentioned disciplines and with customers, peers, engineers, carriers, and vendors to diagnose problems and attain resolution within designated Service Level Agreements (SLA) and internal performance objectives.

The Technical Support Analyst I will continuously monitor the ticket queue; collect and communicate relevant data and context necessary to resolve and escalate issues impacting Segra enterprise customers. They will utilize and multitask between multiple systems to verify customer services and perform in-depth trouble isolation and repair. They will perform customer advocate duties while maintaining a positive and professional manner, during high stress situations. They will trouble-shoot and re-provision routers, switches, and other associated peripheral equipment for customer networks. They will configure MPLS router connections for customer turn-ups. They will troubleshoot and repair Segra voice implementations, TDM, Converged, VOIP, SIP, and QoS. They will perform call center support in adherence with industry standard metrics such as availability and average handle time, etc. This role requires working Holidays.

The Technical Support Analyst I will have an Associate's degree; a Bachelor's degree is preferred. Vendor certifications are preferred ( CCNA, BTI, Cisco, Cienna Adtran, Alcatel-Lucent, Fortinet, VeloCloud, etc).
They will have 1-3 years professional level experience in a Technical Support role; or an equivalent combination of education and professional level related Technical experience.

The successful Technical Support Analyst I will have the ability to operate common network tools (e.g. ping, traceroute, nslookup). Expert knowledge of OSI model. Proficient knowledge of voice switches and edge routers with regards to troubleshooting . Will have effective interpersonal skills to interact successfully with customers, management, and team members to ensure customer satisfaction. Must be able to prioritize and re-prioritize in a fast-paced working environment, especially when dealing with time-sensitive issues and mandated deadlines.

Segra is an Equal Opportunity Employer and prohibits discrimination of any kind. Segra does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identify), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in and employee organization, retaliation, parental status, military status or other non-merit factors

Employees must be fully vaccinated against COVID-19. ( Reasonable accommodations for medical and religious exemptions will be considered)

How to apply:

Visit www.segra.com/careers to submit your resume and application

SEGRA is committed to being an equal opportunity employer. The company does not discriminate on the basis of sex, race, color, creed, national origin, age, religion, sexual orientation, gender identity, gender expression, pregnancy, genetic information, veteran status, disability, or any other characteristic protected by applicable federal, state, or local laws in employment with or treatment once employed in the company. No question on this application is used for the purpose of limiting or eliminating any applicant from consideration for employment on any basis prohibited by applicable local, state or federal law. Individuals with disabilities may be entitled to a reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. Please inform SEGRA's personnel if you need assistance completing this application or to otherwise participate in the application process.

NOTHING IN THIS APPLICATION FOR EMPLOYMENT SHALL CREATE AN EXPRESS OR IMPLIED CONTRACT OF EMPLOYMENT.

Other details
  • Pay Type Hourly

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More Information on Segra
Segra operates in the Big Data industry. The company is located in Reston, VA, Charlottesville, VA, Glen Allen, VA, Virginia Beach, VA, Charleston, WV, Roanoke, VA, Raleigh, NC, Greensboro, NC, Raleigh, NC, Wilmington, NC, Charlotte, NC, Charlotte, NC, Greenville, SC, Columbia, SC and North Charleston, SC. Segra was founded in 2022. It has 637 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 9 open jobs at Segra, click here.
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