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Proactive monitoring and support of data communications network, data center, security devices and internet connectivity

to ensure that customer problems are resolved immediately to guarantee customer satisfaction. The Technical Support

Analyst is also responsible for receiving telephone calls from users with DSL, Dedicated Internet Connectivity and

Security problems, such as failure of data to be transmitted to another location. It also includes support of website hosting

customers in response to their down websites, inactive e-mail via phone calls and e-mails.


• Work on trouble tickets to resolve customer and network issues in a timely manner

• Customer support and successfully resolving customer issues

• Ability to work independently

• Providing high quality email, DNS and web site technical support

• Setup and maintain all e-mail accounts, domain records and websites

• Datacenter room checks including temperature, humidity, equipment alarms and bad UPS power supplies

• Monitoring customer networks

• Troubleshooting Internet Connectivity from DSL to Frame Relay, Dedicated Lines and Metro Ethernet and On-net


• Open tickets with telco vendors and following up to resolution

• Escalation to Tier 2 support

• Remote hands services for datacenter customers

• VoIP support

• Configuration, Shipment and Installation of Routers/Switches


• Must be flexible, dependable and able to multi-task with priority

• Knowledge of Windows 2000, XP, Vista and basic UNIX commands

• Understanding of networking protocols ICMP,UDP and TCP/IP

• LAN and WAN connectivity

• Knowledge of Routers and DSL Modems

• Basic Knowledge of Firewalls

• Must be a Team Player

• Work rotating shifts that provide for 24x7x365 coverage

• Good verbal, written and analytical skills

• Must be professional


• 2 year degree or equivalent experience

• Previous experience in a call center environment

SherlockTech Pays $500 referral fees!