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Job Title: Level 1 Triage Engineer
Job Location: Syracuse, NY
Job Summary:
ShoreGroup is actively seeking candidates who have demonstrated progressive experience in customer service, troubleshooting, impact recognition and provider management.
The Level 1 Triage Engineer is responsible for quickly and accurately assessing inbound customer calls and service or escalate customer issue as
appropriate as part of incident and problem management to enable delivery of services management.
The Level 1 Triage Engineer will also support Level 2 Engineers in their work.
Job Duties:
- The successful candidate will possess basic education in troubleshooting the following:
- Cisco Router and Switch methodologies
- Cisco Wireless Networks
- Ensure proper managing of the initial call from the customer
- Follow company guidelines for Service Level Agreement (SLA) for responding to customer calls
- Update service requests to ensure that service level agreements are met
- Follow-up with customer regarding outstanding issues
- Ability to work with little direction
- Ability to work weekends and non-normal business hours
- Ability to work in a fast-paced environment and manage multiple issues simultaneously
- Ability to work well within a team
Knowledge and/or Skill Requirements:
- For this fast-paced position, the successful candidate will possess technical, client and customer relations skills.
- Educational experience with troubleshooting:
- Cisco routing and switching protocols (IOS-based)
- Broadband provider circuit technologies
- Solid communication and documentation skills desired
- Position is aligned with Cisco Certified Network Associate (CCNA) training track
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