TempTechnical Support Analyst

As our Technical Support Analyst, you are the primary contact for the broadband-side Field Engineers and cross functional departments that support customers, working as a liaison between Customer Care agents, Field Engineers and NOC Analyst. You will help ensure that customer service dispatch requests are completed as scheduled, and that escalations are handled within defined SLA’s. You will work with Tech Ops team members to identify Wi-Fi Network performance issues that are potentially impacting customer experience and/or can result in an outage if not resolved. You will also provide high-level analysis of broadband performance, based on data gathered from customer reports and resolution findings. 

At Boingo, we’re investing in Wi-Fi technology. You’ll be part of a very collaborative teams; for example, we share holiday coverage – it won’t just fall on you as the newbie. We’ll support your training, development & professional goals. If wireless networks are your passion, shouldn’t you be working at a company where wireless networks are the product?
Responsibilities

• Provide the correlation of data from multiple data points and define potential customer impact and problem severity. 
• Use network monitoring tools to ensure that problem repairs are completed and Wi-Fi network restoration is reliable.
• Monitor ticketing dispatch queue and answer all incoming calls from Customer Care Tier 2 and Field Engineers.
• Perform administrative tasks for technical support management including but not limited to ticketing tool maintenance, daily or weekly reports and other documentation or systems under the direction of technical support manager.
• Assist in the analysis and trending of customer-impacting issues to identify larger network related problems and escalate to NOC and others as needed.
• Standard shift will be 9:00 am – 6:00 pm

Requirements

• Knowledge of networking concepts such as DHCP, DNS, IP addressing and VLANs
• Knowledge and understanding of basic Wi-Fi concepts and functionality such as frequencies, interference, etc...
• Excellent verbal, written and interpersonal communication skills.
• Pleasant telephone manner and proven ability to promote a positive company image on a consistent basis required.
• Ability to prioritize, organize and perform multiple tasks simultaneously required.
• Ability to work in an environment requiring adaptability, quick learning and excellent problem solving skills.
• Ability to analyze facts and data to accurately define problems during troubleshooting of network systems
• Positive attitude with strong customer service orientation.
• Working knowledge of general office applications (Excel, Word, Outlook)

Desired (Not Required but highly valued)

• Experience working with tickets in Salesforce CRM and/or Atlassian JIRA
• Experience working with monitoring tools such as SolarWinds
• Experience working with Cisco switches and Cisco IOS CLI
• Experience troubleshooting and supporting enterprise and commercial Wi-Fi networks

Meet Boingo

Boingo Wireless, Inc. (NASDAQ: WIFI) helps the world stay connected. Our vast footprint of Wi-Fi and cellular networks covers more than a million locations and reaches over a billion consumers annually – in places as varied as airports, stadiums, military bases, and multifamily communities. The Boingo platform drives revenue through various products, including Wi-Fi, DAS (cellular), Media, Wholesale, and more. We’re an enthusiastic team, dedicated to growing our business by building amazing, valuable products. 

Boingo boasts a super-fun, collaborative work environment, with an annual pool tournament, Halloween costume contest, summer picnic, bowling nights, and more. There’s a kitchen stocked with yummy snacks and drinks, and a well-appointed new mother’s lounge. We offer an incredible benefits package, including unlimited vacation, parental leave, health, dental, vision, 401(k) match, equity, and more. And, our award-winning headquarters, located in Westwood, CA, has 360-degree views of LA, from Catalina to the Hollywood Sign. It’s no wonder we’ve been named among the Best Places to Work in LA five years in a row and counting!

Boingo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.