Data Support Analyst

About Conversent Communications:
Conversent is one of the largest, and most successful, privately held telecom Companies in the Northeast. Conversent offers a strong executive team, strong financial stability, reliable network performance, a robust product suite, and an employee focused business philosophy. We are one of the few technology companies that are aggressively growing in every aspect of our business. We are seeking top talent that mirrors the company?s approach to the market and continues our successful track record. If you set yourself apart and are looking to achieve great things, Conversent has the environment to support and accelerate your career.

Job Description:
The Data Support Analyst Position provides Technical Support for the company?s Data Product set which includes T1s, DSL, DNS, Email, Web Hosting, FTP, and Internet Security (VPN, Firewall, and IPS). Support is phone driven and tracked via Trouble Tickets. Additional duties and training related to these core functions may be required as well. Reports to Manager of Data Support.

Job Responsibilities:

1.Technical customer support of product base ? routers, DSL, email, DNS, and Internet security devices ? through phone support.
2.In conjunction with phone support, responsible for the opening, tracking, and working to conclusion of trouble tickets.
3.Special projects as necessary:
Handling unusual customer issues, assistance with sales opportunities, training, etc.
4.Able to react to change productively and handle other essential tasks as assigned.
5.Shift work may be required.

Position Requirements:

1.Solid understanding of network routing, including DNS, TCP/IP subnetting, NAT, common ports and their functions.
2.Understanding of email and email support
3.Knowledge of routing
4.Knowledge of computer hardware
5.Some familiarity with any of the following is also helpful:
WAN protocols and architectures, LAN architectures, PC/Desktop Support, Windows and Unix web development.
6.Customer Support:
Ability to provide high level of customer support, including follow through on customer issues and questions as well as the ability to handle difficult and/or frustrated customer.

Education:
Degree in a related field preferred.