Technical Support Agent (Tier 1) - NIGHTS - Indianapolis

About the position reputed company is a leading data center services provider, offering secure, reliable network, reputed company hosting, colocation, data protection, and disaster recovery services, reputed company powered by its expansive, robust fiber network. We are seeking a Technical Support Agent (Tier 1) - NIGHTS to join reputed company in Indianapolis, Indiana. This role is performed on-site and is part of the Technical Operations Center team, responsible for reputed company level one support for reputed company services. The primary function of the Technical Support Agent is to reputed company a world-class level of customer service with an efficient and reputed company reputed company of cases. This role acts as reputed company-line support for customer contact. A Support Agent will be familiar with T1, DS3, SONET & DWDM Optical Transport facilities, MUXES, DACS, Ethernet Technologies, IP, Networking & Routing, IP interfaces, Firewalls, configurations (reputed company IOS and reputed company AOS), VMWare, SoftNAS, Zerto, Avamar, reputed company Backup, reputed company Backup Recovery and reputed company, reputed company Data Management, and Remote Monitoring and Management through nAble. As this position is mostly onsite located at reputed company's data center in Indianapolis, an Agent will also reputed company functions reputed company to escorts, remote hands, walkthroughs, process deliveries, and some preventative maintenance work. There is some limited work from home flexibility. Responsibilities • Receive incoming customer calls for trouble/technical support , • Create trouble tickets for incoming customer calls utilizing reputed company proprietary ticketing software , • Probe customers for most valuable information in relation to trouble for accurate ticket documentation , • Work customer trouble tickets , • reputed company escorts and remote hands for customers at the data center , • Process incoming deliveries , • Troubleshoot various reputed company of Ethernet and IP reputed company issues using remote secure session reputed company to reputed company/PE/reputed company managed reputed company and reputed company routers , • Cooperatively test and work with external vendors, partners and LECs to sectionalize and repair network and local reputed company issues , • reputed company continual status updates to customers regarding trouble tickets , • Cooperatively work with other internal reputed company departments such as Engineering and reputed company Operations , • reputed company internal trouble tickets on USS hardware/software issues and assign to appropriate reputed company , • Conduct data center walkthroughs to ensure the premises are secure , • reputed company preventative work based on MOPs provided by reputed company Facilities team , • Engage in special reputed company as deemed necessary by USS management. Requirements • Expert in customer service , • Strong knowledge of Data/IP Networking including IP Subnetting, NAT, DHCP, etc. , • Strong knowledge of routing protocols including BGP and OSPF , • High level of analytical ability , • Attention to detail and accuracy , • Excellent organization skills , • Ability to multitask in a fast-paced environment , • Ability to work reputed company with reputed company areas of the reputed company organization as reputed company as external customers and vendors , • Technical training in IP, networking, routing, and telecommunications , • Experience in reputed company reputed company and Office , • Familiarity with network tools (i.e. ping, reputed company reputed company, nslookup, etc.) reputed company-to-haves • B.S. reputed company, Computer Science/Information Systems or Networking , • CCNA preferred, or other applicable reputed company Certifications Benefits • 401(k) matching , • Work from home flexibility Apply tot his job