Network Support Specialist
3 days ago
About KMC Solutions
We provide comprehensive network support to our customers, ensuring their communications are fully restored to online status when they report any disruption of service.
Our team utilizes basic troubleshooting skills, along with custom-written software and a suite of remote tools to ensure our customers' needs are met.
- We manage firewalls for our customers and the Customer Support team monitors connectivity and makes changes to the firewall's rules per the customer's request while also preserving PCI-DSS compliance.
- This position is part of a team that provides network support to their customers 24/7/365.
Key Responsibilities
- Effectively communicate progress of incident resolution to customers.
- Accurately document interactions while troubleshooting over the phone or via chat.
- Provide 1st level technical support at the physical and network layers.
- Respond to alarms from remote monitoring and management systems.
- Follow prescribed escalation policies to escalate incidents to tier 2 technicians.
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