Carousel Industries

Support Technician

7 months ago
ID
2017-2065
# of Openings
2
US-RI-Exeter

Company Overview

Carousel Industries is one of the fastest growing IT companies in the US, poised for explosive growth. As a premier IT services firm, we offer an extensive portfolio of services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Through our partnerships with leading technology vendors—like Cisco, Avaya, Microsoft, HPE, and Fortinet, for example—Carousel offers innovative IT leadership, consultative, professional, and managed services to help our clients drive transformation within their organization.  Founded in 1992, Carousel serves more than 6,000 customers, including 35 of the Fortune 100. Carousel has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provider–including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, Carousel has more than 1,400 employees based in 27 offices–with three Network Operating Centers nationwide.

We are searching for those who are fueled by an inner drive to make a difference and to push their professional and technical capabilities to the next level. If you are someone who wants to become the “go to person” or the “subject matter expert” in your field, then Carousel is the place for you. Ask Carousel employees what makes them stick around for five, 10, or 20 years, and they’ll tell you it’s the brilliant people with whom they collaborate and the opportunities for personal and professional growth.

In addition to gaining a quantum leap in your technical IQ, Carousel is a fun place with a work hard / play hard mentality and an inspiring culture. Whether it’s assembling a team to compete in the next Tough Mudder or enjoying a summertime BBQ, Carousel employees consider their peers as family. To learn about our team and how you can be part of the Carousel family, find us at www.carouselindustries.com, Facebook, Twitter, and LinkedIn.

 

 

Responsibilities

The Support Technician works with the Associate Engineers in the Network Operation Center to achieve key organizational goals related to the position and company direction. He or she assists mentor engineers as first respondent to clients’ phone and email requests, as well as the Network Management System Alert response.

  • Assists NOC engineer with answering support calls from clients and internal resources
  • Responds to internal and external client email requests
  • React to and correlates alerts received from Network Monitoring System
  • Generates cases within incident management system originating from telephone support calls, internal and external client email requests, and Network Monitoring System alerts
  • Drives vendor and circuit-related issues
  • Observes the total case management process as cases are driven to resolution and closed
  • Assists engineers to make call updates to customers to provide case status based on defined Service Level Agreements
  • Suggests improvements to process and work flow in the support center
  • Participates in the examination and reporting of customer call history where needed
  • Identifies problems related to chronic cases and works to resolve the root cause
  • Incorporates education goals into daily projects for successful completion of fellowship
  • Works with clients and vendors to process RMA requests

Qualifications

Education: High School/GED  

         

Years of Experience: 1-2

 

 

Technical Skills:

  • Aptitude and attitude to learn the inner workings of Carousel's Managed Services department
  • Handles customer questions, complaints, and escalations with professionalism.
  • Some experience in call center support preferred.
  • Proficient computer skills including Microsoft Word, Excel, PowerPoint and Outlook.

Business Skills:

  • Effectively presents information and responds to questions from groups of managers, clients, customers, and the general public.
  • Capable of interpreting an extensive variety of technical instructions and deal with several abstract and concrete variables.
  • Ability to deal with multiple tasks by assigning priorities and evaluating risks and time constraints for each.
  • Organized and skilled at troubleshooting common technical problems.

 

90 Day Success Factor

 

As part of the terms of your employment, it is required that within your first 90 days of employment you must attain the CSE (Cisco Sales Expert) Certification, and within your first six months, you must attain the ITIL V3 foundations certification.  The requirements for each of these, as well as the preparation for them will be explained to you by your supervisor.  Failure to complete these certifications in the allotted time could result in the termination of your employment.

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