Technical Support Analyst II

Company: Acuative Corporation
Location: Strongsville
Posted on: May 4, 2021

Job Description:

Job Description The Benefits of working with Acuative Acuative offers a comprehensive benefits program to all eligible employees. Full-time employees are eligible for benefits the first day following 45 days of employment. Comprehensive benefits plan including: Health, Dental, Vision Flexible spending, Dependent Care and Healthcare savings accounts with company contribution Long-Term Disability and Basic Life/AD&D Competitive pay Paid Time Off and Holidays Career Development opportunities Service Award Program 401(K) Plan Employee referral program Life Assistance Program Technical Support Analyst II / Cisco VISE AnalystSummary of Position-- The Cisco VISE (Virtual Internetworking Support Engineer) analyst will act as remote support for Field Engineers and will be responsible for working tickets assigned to them by the Team Lead or Supervisor. The VISE Analyst will need to analyze problems, perform troubleshooting, and respond to incidents in accordance with Service Level Agreements (SLA's) of Cisco customers. The Cisco VISE Analyst will be expected to work independently and as a team to resolve issues as quickly as possible and document their actions in each ticket they work. Essential Functions Provide remote support to Field Engineers while they are onsite working on Cisco Route/Switch and UCS equipment Keep communication flowing between Field Engineer and end customer to ensure correct equipment is being worked on and proper steps are being taken to resolve the issue Effectively escalate and communicate customer issues to higher levels such as Virtual Support Escalation Team or Cisco TAC Will be responsible for any Problem Management/Root Cause Analysis that needs conducted if asked to provide one Must be able to communicate technical issues to customers Reviewing/Updating all process documentation when requested Be able to effectively communicate with peers and all levels of management within the -- organization both written --and verbally Position Type/Expected Hours of Work/Travel Required to work evenings and weekends when requested Required to participate in on-call --rotation when requested Required Qualifications 2-5 years of Experience with troubleshooting on Cisco Routers, Switches, Nexus, --ASA and IOS based firewalls CCNA Route/Switch Certification Excellent customer service skills Ability to multi-task Work with minimal supervision Additional Qualifications Desired CCNA Datacenter Work Environment/Physical Demands Sitting at desk Climbing: Ascending or descending stairs and the like, using feet and legs and/or hands and arms Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects The worker is required to have close acuity to perform an activity such as: viewing a computer terminal and answering phone calls routed to them About Acuative For more than 35 years, Acuative has been providing an innovative approach unique to the communications marketplace. The Acuative team provides the entire end-to-end solution from network design to installation and management. Acuative can provide single-source solutions to help build, monitor, manage and support networks. Acuative's Security Operations Center (SOC )--works to--protect against cyberattacks. Staffed by cybersecurity experts, security analysts and engineers who are trained to detect, analyze and respond to cybersecurity incidents and threats, and prevent such instances from happening. SOC staff work with programs and analytical tools that make it possible to stay on top of the latest security threats in the online world. Acuative PMI-certified project managers coordinate directly with all Acuative teams involved in supporting your project - field service teams, technical support teams, outside vendors, and other internal departments, from the initial order process through the successful test and verification of the service. Eliminating information silos and fostering collaboration, the project manager makes the all the connections necessary to streamline the implementation while keeping you apprised through every phase of the project: planning, initiation, monitoring, execution, and closing. Acuative's Field Service Technicians are the foundation of our service business. They are the face of our company to our customers and we take that very seriously. Acuative Field Service Technicians are employees of the company. This allows a superior level of control over the qualities of our people, including their experience, tools, training, and an overall corporate culture that is committed to providing superior service, each and every day. Our skilled staff, proactive monitoring, and management system coupled with cutting-edge technology help reduce network complexity and gain optimal performance for any business in a single or multivendor environment. Whether it's helping an organization develop a compelling business case with financial due diligence or ensuring the new WAN design is fit for use, Acuative's WAN architecture and engineering experts are there to help with robust and scalable designs. We handle the end-to-end process of identifying, evaluating and selecting the best-in-class WAN solutions, including Software Defined Wide Area Networking, SD-WAN, and Distributed Network Functionality Virtualization (D- NFV), based on organizational requirements. We implement, monitor and manage to ensure continuous optimization of organizational networks. We hope you consider joining your talent with our team.

Keywords: Acuative Corporation, Strongsville , Technical Support Analyst II, IT / Software / Systems , Strongsville, Ohio