Business Technical Support III, Spectrum Business

Seeking to elevate your technical career by tackling sophisticated enterprise network challenges? At Spectrum Business, you’ll engage with advanced troubleshooting for our Enterprise clients, leveraging your expertise in network protocols, switches, routers, and managed services. Collaborate across teams and drive client issues to resolution, all while supporting first-level technicians and ensuring service excellence. Your contributions directly strengthen the reliability and performance of Spectrum Business’ enterprise solutions. 

How You’ll Make an Impact    

• Resolve advanced technical issues for Enterprise clients across a range of services including Fiber Internet Access, Ethernet, Unified Communications, Enterprise Trunking,
• Enterprise TV, Managed Network, Managed Security and Managed WiFi 
• Respond efficiently to client inquiries through phone, ticket, email or portal, ensuring high-quality communication and productivity standards are met 
• Document complex technical incidents using Spectrum Business’ ticketing systems and initiate or coordinate resolutions with internal and external partners 
• Provide guidance and assistance to first-level technicians, addressing technical and process-related questions 
• Manage internal and external parties during client bridge calls and advocate for client concerns with relevant Spectrum teams 
• Maintain accurate client database information across all tools and systems, ensuring seamless support operations 
• Analyze root causes of escalations, deliver professional communications and contribute to process improvements 

Working Conditions    

• Office environment 
• 24 x 7 Operations Center 

What You’ll Bring to Spectrum    

Required Qualifications    

Education   

• Bachelor’s or Associate’s degree in a technical area or equivalent combination of education, training and experience 
• Cisco or Juniper Certification such as CCENT, CCNA, JCNIA, JNCSP or equivalent industry-recognized certification 

Experience    

• 2+ years of technical support experience in a TAC, NOC or Call Center environment 
• 2+ years of experience with at least one of the following: Fiber Internet Access, High
• Speed Data, Ethernet, Managed Network Services, Managed Security Services, Managed
• Wi-Fi Services, Enterprise Trunking, Hosted Voice and Enterprise Video Services 
• 2+ years of network troubleshooting in a 24x7 Operations Center 
• 2+ years of working in LAN/WAN operational environment with subject-matter expertise in LAN/WAN protocols 

Skills    

• Ability to read, write, speak and understand English 
• Outstanding client service skills for internal and external clients 
• Ability to work independently with minimal supervision and collaborate on projects 
• Strong analytical and troubleshooting skills across a wide range of technical issues 
• Ability to isolate and resolve equipment and facility issues within the network 
• Positive attitude with effective decision-making under pressure 
• Strong organizational and prioritization abilities 
• Ability to follow established guidelines and procedures 
• Initiative and judgment to accomplish job duties 
• Quick mastery of multiple technical support tools and systems 
• Effective partnership with internal and external personnel 
• Knowledge of network protocols, RF, routers, Layer-2 switches, VPN, CWDM, HFC plant and system delivery, routing protocols/policies, WiFi and VoIP platforms 
• Proficiency in Windows, Word, Excel and Outlook 
• Knowledge of coax and fiber technologies 
• Demonstrated knowledge of network monitoring tools such as Remedy, HP OpenView,
• Cisco Works, Micromuse, Netcool and Cacti 
• Demonstrated knowledge of Windows and UNIX operating systems