Job Description

Federal Hill Consulting is looking for a Customer Support Engineer that will be based out of Washington, DC. The Customer Support Engineer will be a member of a team that works directly with customers via phone and e-mail to respond to and resolve their Network service related issues. The position requires an individual with excellent verbal and written communication skills, who is self-motivated and is able to work in a fast paced dynamic environment.

 

Responsibilities:

 

  • Answer incoming phone calls from customers on their layer 1, 2 and 3 services
  • Work with customers via phone and e-mail to identify and resolve their service related issues
  • Clearly document all steps taken to identify and resolve a customer reported issue
  • Manage a queue of customer created tickets, ensuring that customers are updated with status and progress is being made towards resolving their issue.
  • Work with and coordinate effectively with all members of the Customer support team and other internal teams as well as vendors in order to ensure swift resolution of customer issues
  • Ability to work professionally with customers, vendors and internal groups under all circumstance
  • Manage customer expectations and escalations and de-escalate the situation as necessary
  • Perform other duties or special projects as assigned

 

Requirements:

 

  • The ideal candidate must possess a Bachelor’s Degree in a technical field or the equivalent combination of education, technical certifications/training, or work experience
  • Cisco equipment experience and certifications (CCNA) will be highly valued
  • Strong technical knowledge in the area of networking (TCP/IP), IP protocols (BGP, IGP, OSPF, IS-IS, MPLS...), IP addressing, DNS and IP-VPN is desired
  • Strong problem solving skills
  • Excellent verbal and written communication skills
  • Ability and desire to provide excellent customer service
  • Must excel in a fast-paced, dynamic environment where critical thinking and strong problem solving skills are required for success
  • Ability to work independently, as well as in a team environment
  • Reliable employment history with an emphasis on attendance and being punctual for work.
  • Availability to work on a shift including one Weekend day. (Flexibility a MUST)

FedHill is an EO employer- M/F/Vets/Disabled

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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