Bachelor's degree or equivalent experience required
• Minimum of 2-3 years of practical experience with a technology service provider
• Very strong working knowledge and practical application of the OSI Model
• Experience working within a technology delivery or support operation; ie. NOC, Field, HelpDesk, Call Center, or Provisioning/Delivery organization
• Strong written and verbal communications skills; both from a highly technical and very non-technical audience perspective
• Strong working understanding of IP-based voice and data networking fault isolation fundamentals
• Proven experience supporting technology services for large customers
• Willingness to assume ownership and responsibility and seeing problems through to the end, and keeping all necessary parties informed throughout the process
• Ability to work independently manage priorities effectively
• Candidate must demonstrate exceptionally strong written and verbal communication skills
• Possess strong diagnostic and fault isolation techniques
• Proficiency with all primary Microsoft Office and related software applications
• Be a quick learner and possess a strong sense of self-motivation
• Knowledge of data networking, including TCP/IP, UDP/IP, ICMP, DNS, VPN, routing, bridging, and switching
• Experience supporting voice services at some level
• Maintains strong values of integrity, commitment, and self-improvement
• Solid understanding of IT Security best practices
• High quality customer service skills
• Ability to work well with others on a team or alone on projects
• Awareness of ITSM and ITIL platforms and process