Network Support SpecialistPosition Type: ContractLocation: Boston- onsiteExperience Level: 3-5 years of onsite technical and customer support experienceRole is not open to sponsorship or C2CAbout BigRio:BigRio is a remote-based, technology consulting firm headquartered in Boston, MA. We deliver solutions ranging from custom development, software implementation, data analytics, and machine learning/AI integrations. We are a one-stop shop that attracts clients from various industries because of our proven ability to deliver cutting-edge and cost-conscious software solutions.With extensive domain knowledge, BigRio has teams of data architects, data engineers, software engineers, web developers, and consultants who deliver best-in-class solutions across a variety of verticals. Our diverse industry exposure equips us with invaluable tools, tricks, and techniques to tackle complex software and data challenges.Job SummaryWe are seeking a dedicated and technically proficient Network Support Engineer with expertise in Cisco systems to join our team. In this role, you will handle inbound technical support calls, attempt first and second-level troubleshooting, document client concerns, and escalate issues when necessary. This is an opportunity for someone looking to grow in a dynamic, fast-paced environment that focuses on providing superior support for network-related incidents.ResponsibilitiesAct as the first and second-level support for incoming network-related issues, ensuring all necessary protocols are followed.Manage inbound calls professionally and enthusiastically, offering clients effective verbal and written communication.Troubleshoot, document, and escalate incidents as required to the appropriate technical support tier.Maintain accurate and detailed documentation of client interactions and technical issues.Organize and manage case workloads, identifying escalation points in high-pressure environments.Work as the field implementation team to complete installations and network setups.Technical SkillsCisco Networking Experience (2+ years): Familiarity with Cisco routers, switches, firewalls, and troubleshooting Cisco devices.Networking Technologies: Solid understanding of LAN/WAN, DNS, DHCP, and network ports.Database Knowledge: Experience with relational databases, writing queries, and analyzing SQL data (Select/Join statements).Operating Systems: Proficiency in troubleshooting Windows and Linux environments, understanding of Group Policies, Security Permissions, and IIS/Web Applications.Performance Monitoring: Experience with performance counters, reviewing OS and application logs.Active Directory and VMware: Exposure to or experience with Active Directory and VMware environments.Networking Tools: Knowledge of Telnet, SSH, and similar tools for troubleshooting network connections.Soft SkillsExcellent verbal and written communication skills with the ability to simplify technical problems for non-technical users.Strong organizational and time management skills in managing caseloads and multitasking.Proven ability to remain calm and professional during high-stress situations.Collaborative team player with a customer-focused mindset.High attention to detail and a strong work ethic, with the ability to troubleshoot both independently and in a team setting.Preferred CertificationsCisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP) certification is preferred.Certifications in CompTIA Network+, Microsoft Certified Solutions Associate (MCSA), or equivalent are a plus.EducationBachelor's degree in Computer Science, Networking, Information Systems, or 2+ years of relevant work experience in network support.
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