Business Support Engineer - Associate

JOB PURPOSE:

Create client loyalty by designing and implementing processes that deliver high-quality support to Midco’s business clients. Partner with advanced services clients to troubleshoot and resolve technical issues, answer questions, and provide education on Midco’s products and service. 

The hiring range for this position is $25/hour to $27/hour. The actual base wage offered will be determined based on multiple factors including internal equity, location, and the individual’s job-related knowledge, skills and experience. In addition to the base wage, this position is eligible for a quarterly incentive based on company and/or individual performance. 

KEY FUNCTIONS:

• Act as the primary point of contact for clients, showcasing exceptional diagnostic skills to resolve technical issues across a diverse product portfolio and managed services.
• Meticulously document each interaction to ensure all technicians have up-to-date client notes.
• Leverage documentation and standard operating procedures (SOPs) to support Midco’s advanced services clients.
• Serve as the escalation point for complex technical issues and escalated client concerns.
• Work directly with key stakeholders to find timely and effective resolutions for escalated technical issues.
• Possess proficiency in at least two of Midco’s advanced product offerings.
• Cross-train as required, developing a broad set of skills to support client demand while staying current with Midco’s expanding product offering.
• Deliver proactive support to minimize the effort clients need to resolve issues..
• Fulfill and maintain annual Client Service requirements to ensure effective interaction with all levels of business clients, as defined by leadership
• Successfully manage assigned tasks and effectively coordinate efforts across multiple groups.
• Thoroughly document procedures and work processes using all available tools, including but not limited to ICOMS, ticketing systems, snapshots, and the Central File Store.
• Collaborate effectively with vendors to assist in troubleshooting.
• Independently resolve client issues while keeping leadership appropriately informed.
• Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers.
• Adhere to Midco’s privacy guidelines to ensure each client’s privacy.
• Maintain regular attendance as required by your position.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• Design and maintain support documentation and SOPs for Midco’s advanced data, voice, and video products.
• Effectively communicate with other departments to handle escalating issues in a timely manner.
• Support the mission, vision and values of Midco.
• Collaborate effectively with internal and external clients to ensure exceptional service.
• Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity.
• Remove obstacles for team members. Encourage creative solutions.
• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.
• Communicate clear expectations that set a high bar while holding team members accountable to reach these goals.
• Demonstrate business acumen by using data to drive decisions and actions.
• Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and
• finding ways to cut through ambiguous problems.  
• Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind.
• Actively follow Midco policies and procedures.
• Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

• High school diploma or GED is required.
• Associate’s or Bachelor’s Degree in an Information Technology field or equivalent work experience required.
• CCENT certification or equivalent technical experience and technical support with client contact experience, is required.
• One to three years of previous network experience in the telecommunications industry is required.
• Basic understanding of LAN/WAN and Ethernet technologies, telephony technologies such as T1, SIP, and VoIP, and the ability to read and understand the configuration of a router or switch is a plus.
• Strong communication skills, including typing, spelling, and interacting with various stakeholders.

WORK ENVIRONMENT, PHYSICAL & MENTAL DEMANDS:

• The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The em