Exceptional customer service skills with the ability to empathize with customers and efficiently resolve issues.
Effective communication skills, both verbal and written are necessary, with the ability to convey technical information to non-technical users in multiple languages.
Keen interest in continual learning and professional development.
...
Manage High-Level Cases: Serve as the frontline technical expert for complex, escalated field cases. This is not routine ticketing; you will step in to troubleshoot and resolve the most challenging, multi-layered technical roadblocks our clients face.
Advanced Diagnostics: Independently diagnose and resolve live install failures and complex routing issues. Execute a logical, layered diagnostic approach (Power -> Physical -> IP/DHCP -> Port/VLAN -> Firewall/Proxy -> Protocol/Packet Routing).
Physical Technology Experience: 3+ years deploying physical hardware into occupied commercial buildings (e.g., connected/IoT devices, AV, security, low-voltage systems, or network infrastructure). Candidates whose experience is purely software release, SaaS implementation, or office-bound project management will not be a fit.
...