Tier II Technical Support

StarTouch INC is a leading Regional Internet and Telecommunications Carrier with a privately owned Microwave and Fiber Optic transport network.  Our networks support some of the largest Cellular and land-based Telecommunication Carriers in the nation and we could use your skills at our Corporate Headquarters in Bellingham, WA.

The Tier II Support Technician is primarily responsible for advanced troubleshooting and for providing technical support by phone to customers from our Bellingham, Washington office location.  The Tier II tech will work to resolve technical issues escalated by Tier I technical support.  If remote resolution of the issue is not possible the Tier II Tech will escalate the ticket to the Tier III or schedule dispatch to a field technician.  Only qualified candidates who live locally should apply.

Must have:

• 2-3 years of networking experience, strong understanding of networking fundaments
• Strong troubleshooting skills
• Experience in Layer-2 and layer-3 switching and routing protocols
• Experience in LAN, WAN, and WLAN networks
• Good understanding of networking protocols (DHCP, DNS, IPv4, etc)
• Good understanding of routing protocols (OSPF, and BGP)
• Experience configuring and troubleshooting switches, and routers (preferably cisco)
• Good understanding or experience with MPLS
• Experience with troubleshooting SLA circuits
• Experience with enterprise monitoring tools (NMS)
• Ability to analyze alerts, identify root causes, and resolve or escalate in timely manner
• Strong analytical and problem-solving skills
• Experience working in a fast-paced, high-availability environment
• Attention to detailed network documentation is key
• Self-motivated, and able to work productively with minimal supervision
• Excellent communications skills, and ability to document complex technical issues
• Customer service training (ability to maintain call control and work with customers to resolve issues)
• Flexible schedule (on call required)

Good to have:

• Cisco networking certifications (CCNA, CCNP Service Provider.)
• Previous experience in a NOC or service provider
• Proficient with basic Microsoft office applications (Word, Excel, etc.)
• Knowledge of microwave communications
• Experience in fiber optics
• Experience working with customer management and ticketing software

Candidates should have a caring attitude towards customer needs and expectations, a positive mental attitude, and a willingness to learn our systems and practices.  Applicants should have the ability to handle customer interaction in a professional and courteous manner. 

Benefits

Ten (10) Paid Holidays

New Year’s Day, Memorial Day, Presidents Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day, New Year's Eve, and your Birthday.

PTO

Seventeen (17) days per year accrued PTO.  After five (5) years twenty-two (22) days per year.

Health & Life Insurance

Company contributes $660 towards the company premium for employee and $890 for employee and dependents. Company paid basic dental, vision, and Life Insurance of 100,000.00.  Optional pre-tax (where applicable) benefits for dental, vision, accident insurance, hospitalization, cancer, LTD, STD, special event, disability, legal are available at employee’s expense.

401K Plan

Principal 401K plan offering both deferred pre-tax and Roth after tax contributions.  Employer match subject to current program.

Employment is subject to acceptable background screening, reference checks, drug testing.

StarTouch participates in E-verify and is an equal opportunity employer.