Technical Support Specialist

Shift: Monday to Friday 8 am to 5 pm (CST) with rotating on-call

Access One is a business technology services and communications provider, dedicated to world-class technologies and award-winning client experience. Founded in 1993, Access One strives to provide seamless technology services that scale and evolve along with their company. Our custom-tailored solutions can be delivered modularly or as a complete, end-to-end service, ensuring unrivaled accountability for our clients’ communications, managed IT, and cloud-based services.

Access One’s services give businesses back their time and increase their productivity. Our clients’ success is our success.

• An opportunity to grow your career and expand your knowledge
• Professional development and growth through continual learning
• Recognition of all your accomplishments, large and small
• A chance to relax and enjoy your co-workers at company events
• Access to health programs such as gym membership incentives
• Comprehensive benefits including insurance, PTO (Paid Time Off) and financial planning
• Volunteer and donation opportunities to help improve our community

This position is responsible for providing front end technical support to Access One’s Telcom, Data, and Managed Services portfolio. Responsibilities include managing trouble tickets and phone calls and interfacing with network partners and internal resources to achieve swift resolution to service issues. This position is also responsible for network monitoring and proactively notifying customers of ticket status. The Technical Support Specialist will effectively provide first level support for Voice Services (PRI, SIP, Long Distance, 911, UCaaS, POTS) and Data Services including but not limited to Core/Edge and CPE Routers, workstations, servers, LAN and SDWAN networks.

• Answer phone calls, respond to tickets/alerts as well as handle escalated issues in a timely fashion
• Ability to work within a ticketing system
• Detailed communication with customers and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.
• Provide necessary technical support at the network level: LAN/WAN connectivity, routers, switches, firewalls, and wireless.
• Provide essential technical support for HPBX/VoIP/UcaaS services/TDM /CAS/8XX/ 911/SIP
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
• Technical Support for backup and disaster recovery solutions provided by Access One.
• Work jointly with team members, Field Engineers, NOC, and Project Engineers when needed or called on for assistance.

• Minimum High School Diploma or equivalent
• College level courses in IT or certification preferred
• Professional IT Certifications, such as Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Access One.
  
  Minimal 2 years of experience in a similar role
• Understanding of operating systems, business applications, printing systems, and network systems
• Advanced diagnostic skills of technical issues
• Knowledge of IT applications, processes, software, and equipment
• Knowledge of HPBX/VOIP/UcaaS systems strongly desired
• Meta Switch experience a plus
• Strong organizational and customer service skills
• Interpersonal skills: such as communication skills, active listening, and customer-care
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Technical awareness: the ability to match resources to technical issues appropriately
• Service awareness of all organization’s main services for which support is required
• Understanding of support tools, techniques, and how technology is used to provide services
• Self-motivated with the ability to work in a fast-moving environment

• Salary Range DOE: $24 – 27/hour
• Matching 401k, PTO
• Flexible work environment

Access One provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.