Technical Support Engineer II - Tech Ops - (Onsite 24-91) - Spok, Inc

Full-time/ Onsite/ Direct hire/ Rotating shift (Plano, TX)

RELOCATION ASSISTANCE WITHIN THE US IS AVAILABLE!

The Technical Support Engineer II (Tech Ops) monitors and maintains the nationwide messaging network, the corporate data network, and the satellite uplink. Troubleshoots multiple platforms and communicates all customer impacts to internal management and customers, external business partners, customers, as well as other technical departments, while assisting with a wide range of projects. Addresses escalated network and customer issues as directed by management. Configures hardware, writes implementation plans and reviews network documentation for accuracy. Documents and reviews Standard Operations Procedures (SOP) with team members to assist in ongoing cross training initiatives. 

Responsibilities

• Support Microsoft Office Suite - Excel, Word, Teams, Outlook, etc. 
• Need to understand the Windows operating systems and troubleshoot error messages.
• Supports employee access, remote access, Multi-Factor Authentication (MFA), etc. 
• Support Spok applications operating on customer premise Windows and Linux servers.
• Serve as Subject Matter Experts (SME) to Spok Public Safety/E911 customers utilizing our software.
• Support after hours and technical support to Spok customers.
• Review, prioritize, and resolve incoming alarms.
• Utilizes the Salesforce ticket system to notify technical staff of needed hardware repair or replacement, works directly with local telephone companies for Telco/Telephony outages until resolved.
• Supports servers on Amazon (AWS) for business operations on all environments (i.e., production, Development, etc.).
• Security focused on alarms triggered, monitoring events, etc. to start the process of trouble isolation and escalations.
• Maintains an adequate level of knowledge of Linux servers essential to supporting business model.
• Provides troubleshooting for network problems and equipment, transport media, all servers, hosts Ethernet, Serial, Gigabit, Cat 5, Fiber used, Telco/Telephony outages and connectivity problems.
• Utilizes Session Initiation Protocol (SIP) setup and troubleshooting to support our core business.
• Monitors and evaluates efficiency of network components.
• Manages the Spok phone queues designed to assist internal and external customers.
• Possesses fundamental technical concepts with analytical, organizational and time management skills.
• Proven ability using email, ticketing systems, web portals and technology-specific diagnostic tools.
• Records and maintains a “Pass down Log” of daily network events that provide a snapshot of shift activity. 

• Analyzes protocols to identify failures with message delivery; provides testing to affected customers; and research troubleshoot logs to determine potential customer or DoS abuse in the network.
• Works well with assigned shifts, but also be willing to help other shifts out as required. Attendance is very important with the rotating shift environment that operates 24x7x365. 
• Possesses the ability to successfully communicate instructional information over the phone and able to de-escalate a frustrated user. 
• Effective written and spoken English communication skills with all levels of an organization.

Required Skills and Experience

Bachelor degree and 4+ years of related experience

• Proficient in Amazon Web Services (AWS)
• Proficient in Session Initiation Protocol (SIP) setup and troubleshooting
• Proficient in Windows Servers, utilizing Admin functions.
• Understanding of VPN’s using Cisco equipment: DMVPN/Site to Site/Remote Access.
• Basic understanding of Cisco-based commands and use.
• Understanding of network topology
• Proficient in monitoring tools, like Netcool, Big Brother, Solarwinds, HP OpenView, etc.
• Proficient in Incident Management systems, such as Salesforce, Remedy, etc.
• Interpersonal communicator with effective issue resolution and critical thinking skills.
• Candidate must be able to multitask several problems and possess the capability to determine what takes priority.