NOC Level 1 Tier 2 Support Agent
Interface

Job Info

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Join Our Growing Team!

Interface is seeking a Level 1 Tier 2 Support Agent for our Network Operations Center Team located in Earth City, MO. The Enterprise Support Agent position exists within Interface Security System's Managed Network Operations Center. Interface provides these nationally recognizable clients with a diverse bundle of managed communications, networking, and security solutions. Those managed solutions include Internet, Phones, VPNs, WiFi, LAN switching, security alarm monitoring, and video services. It is the responsibility of the Enterprise Support Agent to engage with those clients and technologies directly.

The Enterprise Support Agent role was purposefully designed to play a key role in enabling a seamless client-driven support experience for these complex clients. As such, this role is made up of a hybrid of focused functions including technical network support for voice/data services, problem management, client relationship development, escalation support, cross-functional coordination, reporting/analysis, process innovation, and elements of project management.

The purpose of this position is to strengthen, distinguish, and enrich the clients' overall support lifecycle experience. The chief duties of this role are to effectively engage directly with these enterprise network clients and their managed networks to align with their priorities/expectations and to drive their experience; meeting/exceeding the established SLAs and KPIs along the way. In doing so, this role is responsible for driving network restoration cycles, providing timely updates to key stakeholders, and transparently demonstrating the level of service required surpasses expectations. This role functions both as an individual contributor, as well as a key member of a broader cross-functional support mechanism. As such, this role engages hands-on in network support cycles in some cases, while in others, coordinates and leads those efforts at various levels as required to deliver timely resolution.

Interface offers a dynamic, performance-oriented work culture with a strong emphasis on collaboration. Our team is driven by a shared passion for sustained excellence and where every member plays a critical role in achieving success.

Interface offers a competitive compensation package with excellent benefits that include medical, dental, vision, 401(k), paid time off, and much more.

Job Functions

• Lead practical, highly effective business, and technical communication cycles; both verbal and written.
• Effectively engage with a diverse internal and external audience. The client audience includes technical personnel, management, operations, support, and field resources. Internal teams include Field Operations, Logistics, Delivery, Account Management, Network, client service, and various vendors.
• Execute and/or guide logical network fault isolation processes; for example, a working understanding of Layer 1-3 networking fundamentals, demonstrated technical abilities supporting IP-based networks, voice services, associated network equipment, and variable network access types.
• Build and maintain enterprise-level client relationships to instill confidence in our product and life cycle management.
• Actively manage escalation cycles, conference calls, intensive client communication, and interpret/understand detailed client/network requirements.
• Effectively operate within a fast-paced environment and proficiently negotiate demanding client requirements.
• Recognize, identify, and prioritize support incidents in accordance with client business requirements, organizational policies, and operational impact.
• Categorize issues for escalation and assign them to appropriate technical teams where required.
• Analyze open cases and/or chronic locations by proficiently applying a logical process of elimination for troubleshooting network services, top-down. This includes network equipment, carrier circuitry, client wiring, client hardware, and software applications.
• Maintain contractual Service Level Agreements and conduct a root cause analysis around outliers to assist in instilling preventative measures with management.
• Secondary point of contact for client call and chat queue coverage as needed.
• Demonstrate technical proficiency with DSL/T1 circuits, Wireless technologies, CPEs, LAN/WAN, MPLS, and IP networking configuration, troubleshooting, and fault isolation procedures.
• Work schedule flexibility, weekend and off-hours support as required.

Job Requirements

Level 1 Tier 2 Support Agent Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge and Skill

• Excellent client service, interpersonal, communication, and organizational skills required.
• Strong working understanding of IP-based voice and data networking fault isolation fundamentals.
• Willingness to assume ownership and responsibility and see problems through to the end, and keep all necessary parties informed throughout the process.
• Ability to work independently and manage priorities effectively.
• Candidate must demonstrate exceptionally strong written and verbal communication skills.
• Possess strong diagnostic and fault isolation techniques.
• Proficiency with all primary Microsoft Office and related software applications.
• Be a quick learner and possess a strong sense of self-motivation.

EDUCATION and/or EXPERIENCE

• Bachelor's Degree in a technical field or equivalent experience preferred.
• Previous Enterprise, IT, or Managed Service Provider Experience.
• Working knowledge of the OSI Model Layer 1 through Layer 3.
• Hands-on experience working with one or more of the following:
  • Data networking, including TCP/IP, UDP/IP, ICMP, DNS, VPN, routing, bridging, and switching.
  • Telecommunications technologies, including T1, DSL, and Metro Ethernet.
  • Networking devices, including routers, switches, firewalls, PBX, and ATAs.
• Experience supporting voice services at some level.
• Experience working remotely with technicians in the field.
• Excellent verbal, written, and analytical skills.
• Certifications related to IT/Network technologies are a plus.

About Interface
Founded in 1995, Interface helps consumer-facing, multi-location enterprises accelerate digital transformation by delivering next-generation business security, networking, and business intelligence services. By employing the brightest minds in the industry, Interface delivers innovative solutions built using cutting-edge technologies with a focus on superior customer experience. Many of the nation's leading consumer brands across retail, restaurants, financial services, and hospitality industries rely on Interface to thrive and grow.

Interface Security Systems is committed to building a better future by delivering relentless support to our customers, caring for our employees, and giving back to our communities. If you are on a quest to find a meaningful career, Interface is the place where you can make an impact and see how teamwork and our culture of excellence can create great outcomes. Apply today, and see what's possible.

Equal Employment Opportunity Policy
Interface Security Systems 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.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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