Technical Analyst II, Technical Support

Location: Auburn, NH

Level: Intermediate/Non-Manager

C Squared Systems, LLC is an RF engineering, consulting, and software development company specializing in providing services for seamless wireless coverage from RF analysis to design and implementation of DAS systems and Wi-Fi networks to remote monitoring and management of complex multi-vendor environments. Site Portal®, a customizable Web-based software, was engineered by C Squared Systems to remotely monitor and manage these complex multi-vendor environments.

Since 1999, C Squared Systems has executed turnkey in-building wireless solutions using state-of-the-art analysis tools to deliver RF solutions that exceed project scope and customer expectations. Our experience, technical expertise, and diverse projects in the wireless realm have allowed C Squared Systems to continually evolve as new technologies are developed and the demands of our customers change.

Position Overview:

C Squared Systems is currently seeking a Technical Analyst II to join our team. The successful candidate will be expected to handle requests to the technical support team. This candidate will be required to coordinate communication between both internal/external customers, and other teams within the company to resolve technical issues. This may include initial testing, follow-up testing and ongoing troubleshooting of issues. If immediate resolution is not accomplished, coordinating with the team manager(s) to have the issues assigned to the appropriate team member. Candidates for this position must demonstrate proficiencies in all requirements listed and be motivated to advance their career in a technical role.

Responsibilities include, but are not limited to:

• Meets goals and objectives defined by leadership.
• Field requests in a professional and courteous manner within required response times.
• Perform remote troubleshooting directly with the customer, internal teams, and vendors.
• Log and manage issues within various ticketing systems.
• Provide summary of work done upon completion of task.
• Work well within a team setting, using peer resources, and self-research.
• Act as a resource for the team to develop and implement best practices and procedures.
• Handle customer personally identifiable information (PII) in a security conscious manner.
• Monitor systems and take remedial action as needed or escalate based on alarm severity.

Requirements:

• Multitask and prioritize work based on goals, objectives, and deliverables.
• Ability to use a Linux command line interface (CLI) to navigate directories and view logs.
• Strong networking and troubleshooting skills (IP/subnets, ping/trace, nmap, ARP).
• Proficiency with office suites (Microsoft Office, Libre Office, Open Office).
• Advanced knowledge of TCP/IP, SNMP, FTP, Telnet, SSH, HTTP, HTML, MySQL.
• Experience with programming/scripting languages (PHP, shell).
• Develop and execute basic (possibly in-depth) SQL scripts.
• Strong technical analysis, investigation and problem-solving abilities.
• Excellent written/oral communication and organizational skills.
• Flexibility and stress tolerance are key in this role.
• Previous IT and/or software helpline experience required.
• Understanding of the Linux command line interface.
• Self-motivated and the ability to work effectively with minimal to no supervision.
• Associate degree in Computer Science, related field, or equivalent work experience.