The national contest, will judge your resumes according to one of the three jobs posted on this site. Pick whichever job would fit your skills now or at the end of your training.
You are required to also write a cover letter that would be sent with the resume.
These are to be emailed to bschoenh@cisco.com by June 5th.
Penalties will be access for each day late. Maximum deduction is 50%. You must still bring a printed resume to the orientation meeting on Tuesday, June 24th.
Consider the contest an active resume in which you demonstrate these skills.UPDATE (the links on the Cisco job are not accesable for you, please use the information post on the link only.)
JOB #1
We GOT IT NETWORKS is a leading Internet services company founded (in 2001), funded and operated by industry veterans who have proven they know how to operate profitable and successful Internet infrastructure companies. We are a leading managed server provider, delivering custom solutions and managed services to businesses that need powerful Internet hosting platforms. Thousands of companies worldwide look to We GOT IT NETWORKS for its reliability, customization, and speed. We are currently developing some of the most innovative technologies in our space.
We also operate a state-of-the-art 20,000 square foot facility located at 360 Smith and Harleson with offices directly across the street at 345 Spear. This location has good parking and the best public transportation facilities in the Bay Area including BART, Cal Train, the Express Bus terminal, car pool drop-offs, etc, not to mention being able to catch the occasional game at AT&T Park and our scenic views.
Position Description
We GOT IT NETWORKS is a seeking a customer focused fulltime Frontline Support. Responsibilities include answering the phone, tracking and following up on all manner of customer service issues, resolving tier-1 support issues, ticket monitoring and writing knowledgebase entries.
Job Duties
Answer the support line and take customer service calls from other departments.
Triage and watch for potential bottlenecks and trouble tickets that have not been dealt with in a timely manner. Escalate issues as appropriate or work with additional resources and move to relevant queues.
Support department objectives as needed by responding to customer calls and chat sessions; following up as necessary and helping create procedures to prevent recurring issues from happening again.
Effectively communicate with We GOT IT NETWORKS offshore teams to progress resolution of cases and handle specific issues.
Resolving tier-1 support issues related to Networking, Windows and Linux.
Work closely with supervisor to ensure fast pickup and maximum coverage of phones during shift.
Handle all functionality and usability related issues.
Understand complex issues to bring to higher level Engineers for resolution.
Enhance the Customer Experience.
Provide quality knowledge base content.
‘Shadowing’ senior Support Engineers for progression and career growth.
Various responsibilities as required for a small company.
Qualifications
This is a tough job that gives unbeatable experience but we require talented people with a strong work ethic and the following qualifications:
Required
Excellent phone skills and pleasant customer service tone
A self-starter who shows initiative and follow-through.
One year of customer service experience.
One year of experience working with Networking, Windows or Linux fundamentals.
Issues awareness and prioritization.
Efficient communication.
Organization and time management skills.
Problem solving with limited resources on-hand.
More than one year of professional experience in a related field
Excellent organizational skills and attention to detail
Calm under pressure
Strong attention to detail
Ability to speak, read or write a secondary language is a plus Education:
Bachelors, Associates, or work experience demonstrating technical aptitude (Preferred)
The typical candidate will have strong trouble shooting and communication skills, 12 to 36 months of experience in a related field, and/or a commensurate education Skills:
Excellent customer service skills
Good Communication skills (written and verbal)
Good Analytical skills
An ability to coordinate high pressure situations by bringing the appropriate resources to bear (as necessary)
Any relevant certifications in Windows, Linux or CISCO a plus
Benefits
We offer a comprehensive benefits package including medical, dental, vision, basic life/AD&D, alternative medicine program, Health and Dependent Care Flexible Spending Accounts and Employee Assistance Program.
We GOT IT NETWORKS also offers a 401(k) plan with company matching, 90% subsidized gym membership at the We beat U Up fitness center downstairs from our office, commuter benefits, employee referral bonuses & recognition programs, auto and pet insurance, game room, Friday lunches, free sodas and fruit, 2 weeks vacation and floating holidays.
JOB #2
Tier 1 Tech Support
Well established telecommunication company has immediate opening's for experienced Tier 1 Helpdesk support analyst. Must be flexible to shift work and have excellent technical skills. Please read over the job description carefully .
Responsibilities:
• Maintain ACD availability to answer all incoming customer calls in queue with appropriate opening script, customer identification, Average Talk and Wrap Up time objectives.
• Resolve customer reported difficulties on all elements of service which offers, including but not limited to E-mail, voicemail, auto attendant, Web Hosting, Internet connectivity, voice connectivity, browser configurations.
• Troubleshoot advanced product or service issues, including but not limited to DS1 transport, PRI / CAS / FXS telephony, and DNS with proper escalation as necessary to achieve optimal trouble resolution times.
• Responsible for handling customer calls with a positive problem-solving attitude.
• Properly document in OSS system call purpose and resolution.
• Complete every call with appropriately setting customer expectations for issue/problem resolution time frame and notification.
• Properly code trouble tickets using Ticket classification Guidelines. Utilize online resources such as Online and the Knowledgebase to resolve customer troubles.
• Actively participate in training classes for new products and services.
• Consult with Tier II or supervisor as needed for problem resolutions.
• May also perform additional duties such as; data analysis, project management, reporting.
• Provide input for troubleshooting scripts and diagnostic tools
Mandatory Experience, Skills & Abilities:
• Strong verbal and written communications and interpersonal skills
• Minimum 1 year call center experience or equivalent other form of communications
• Minimum 2 years desktop computer skills to include thorough working knowledge of all Microsoft operating systems and applications/programs, PC Hardware, desktop applications and peripherals such as printers and fax machines.
• Minimum 2 years with TCP/IP protocol suite. SMTP, DNS, HTTP, etc
• Minimum 1 year trouble shooting experience with Cisco routers and switches.
• Minimum 1 year trouble shooting of Data Networking and routing protocols. OSPF, BGP, Access Control Lists, NAT, DHCP, and subnetting.
• Minimum 1 year trouble shooting Layer 1 transport , DS1 and DS3 Circuits
• Minimum 1 year trouble shooting LAN Networking. Switched vs. Hub environments, DHCP, NAT and Firewall applications.
• Minimum 1 year with VPN services and required desktop client configuration.
• Must be a proven self motivator with a good work ethic, and have demonstrated the discipline to work independently.
• Able to work efficiently with the stress of a fast paced environment.
• Problem solving skills, resourceful and effective in making decisions.
• Excellent troubleshooting skills
• Excellent analytical skills
• Proven self starter who can work effectively both independently and in a team environment
• Minimum 1 year managing multiple projects simultaneously
• Minimum 2 years of basic voice and data networking concepts
• Ability to work different shifts in a 24x7 environment (i.e. not strictly 9 to 5)
• On call 24x7 to support the needs of the call center
• Willingness to work overtime
• Cisco CCNA or equivalent hands on experience
Desirable
• Experience working for retail or wholesale telecommunications service providers, ASP, ILEC, CLEC, or IXC
• Computer Science degree or equivalent expertise and industry experience
• Experience with off-the-shelf network management applications
• Experience with high-availability computing, network, and storage solutions
• Experience in managing both voice and data networks
• Experience managing IP services such as email and web hosting
• Strong verbal and written communications and interpersonal skills
• Experience with traditional TDM and/or VoIP telephony.
JOB #3
Support technician in Moline, Illinois/Quad City Area
Our product, Kicbutsecurity filters, is a network security, reporting, and filtering solution for school districts nationwide. It provides many technologies to network administrators and technology directors to facilitate content filtering, virus protection, email spam filtering, firewall and network security, and more. The entire solution not only provides unique technology especially designed for schools, but is also backed by a very high level of support and service.
We offer 90-day evaluations of the product in which we ship the unit and choose a support technician to be the dedicated person for the entire period. It is during this time that the technician will assist in installing the product and training the customer. The goal is to get the customer as comfortable as possible and establish a relationship.
The second part of this position consists of supporting existing customers. Existing customers call with questions and we provide consulting, help with bugs, and even with problems that are not related to our solution—we do our best to help them when our product is in place. It is very important to understand the various technologies, be customer-oriented and willing to help, and provide the best level of service possible.
Requirements
Customer-oriented: Since a vital part of our solution and success is our high level of support and service, we need each person on our team to keep the customer constantly in mind. It’s critical to always answer the phones and return calls promptly, and to do everything to make sure the customer is up-to-speed on the problem and feels like they are getting the best help possible. As our support technician, you must communicate that you really care about the issue and be dedicated to resolving it promptly.
Great communication skills: Support technicians train and educate customers about features and spend lots of time on the phone. Having good communication skills both verbally and in writing (using email) is a must.
Ambitious/ability to learn quickly: We need people who want to give 100 percent, who can handle stressful environments, and who can multitask. Having the ability to catch on and learn new technologies quickly is also very important.
Education/Experience
Minimum high school graduation; some technical schooling or college is a plus
Internet technologies (Cisco, routing, firewall, security, email)
Server networking experience (Windows Server, Novell, network administration)
Cisco CCNA and Cisco CCNP® courses a big plus Local positions only, would require relocation to the Moline/Quad City area.
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