Customer Support Engineer

COMPANY PROFILE




Banking Infrastructure and Technology Services (BITS) is the technology subsidiary of a large and successful banking institution that is building a nationwide managed IP Telephony and converged network service offering for Community Banks.  The BITS network offers cutting edge IP services such as integrated voice, data, internet, and video over private MPLS VPNs.  The overwhelming acceptance of the BITS solution by our Community Bank customers has created several attractive and exciting employment opportunities at our dynamic company.
 

BITS is looking for great people who want to work with this cutting edge technology.  We are a team oriented company and believe that strong team spirit, positive attitude and willingness to go the extra mile are as important as professional background and experience.  We invest more time and resources on personal development and internal communication than most companies to give each employee headroom for future personal and organizational growth.  If you “live to work” rather than “work to live”, BITS is the place to be!

Duties and Responsibilities:



This individual relies on experience and independent thinking to resolve problems and issues that occur with pre and post install converged voice and data network services, and reports to the Network Operations Manager.
 

Specific duties include:
Qualify, diagnose and resolve problems (voice and data) reported by bank branches. Provide opening and closure of trouble tickets. Identify problems and outages from Carriers and circuits. (T1 and DS3 level) Escalate carrier trouble tickets to provide minimal bank downtime. Extensive verbal interaction with bank customers, carriers, bank core processors, internal technical resources and installation vendors. Cisco router and switch diagnostic abilities. Understanding of CPE, Smart-Jacks and extended D-marks. Provide midlevel data and application technical support during new install. Ability to diagnose application related issues as pertaining to the network environment.

 

Requirements

 1-3 years experience in Helpdesk, System/Network Administration, VOIP, and LAN service/support or technical delivery role. High degree of professionalism and verbal communication skills. Excellent attention to detail, follow-up and written skills. Recommended certifications or knowledge level pertaining to: CCNA  MCP Network +Technical  understanding and competency with: Cisco IOS troubleshooting Windows Server and Client environments