1397 IT & Software Developer jobs in the US
Technical Solutions Specialist - IT Focus
$58,240 - 70,720
Astound
1st Avenue South 4786, Seattle
$58,240 - 70,720
Requirements
Must:
- A minimum of 3 years of hands-on experience with Network Management Systems (NMS) specifically with Ruckus and Ubiquity.
- At least 3 years of experience in technical support or technical sales within the networking/ISP sector or similar industry.
- Proven track record in creating Standard Operating Procedures (SOPs), documentation, and delivering technical training.
- Practical experience in SSID configuration, Access Point (AP) management, and troubleshooting.
- Strong understanding of networking technologies and best practices for deployment.
- Exceptional written and verbal communication skills, capable of producing technical documentation and guides.
- Proficient in project management, triaging, and effective collaboration across teams.
- Ability to assess, enhance, and streamline network processes.
- Comfortable working in a fast-paced, multi-market environment with significant context switching.
- Must be open to occasional travel for regional visits and deployments.
- Willingness to work after hours and on holidays as needed.
- Strong collaboration skills with operations and IT leadership.
Responsibilities
- Create and manage repair tickets with comprehensive notes and follow-ups.
- Support the documentation and updates of network outages, escalations, and operational activities in the field.
- Monitor, assess, and prioritize outage alerts, gathering relevant information and escalating when necessary.
- Collaborate directly with field operations on service activations, ensuring precise documentation and monitoring.
- Conduct quality assurance testing, laboratory analysis, and network performance evaluations to identify and optimize improvement opportunities.
- Oversee the creation of wireless networks, supported device testing, and the rollout of features.
- Perform Root Cause Analysis (RCA) to identify recurring issues and work with teams to develop remediation processes.
- Develop, implement, and maintain Standard Operating Procedures (SOPs) for technical and operational workflows.
- Manage and refresh internal knowledge bases and wikis to ensure accuracy and availability of information.
- Collaborate with Learning and Development to produce guides, documentation, and training materials for both technical and non-technical teams.
- Assist the Customer Success Manager and leadership with technical insights and project outputs.
- Maintain documentation for conversations/projects and operational reviews.
- Partner with onboarding managers, leasing staff, and leadership for successful market launches.
- Carry out regional status calls, market visits, and provide support for deployments, with occasional travel included.
- Collaborate with Learning and Development to deliver technical training to managers, support teams, and stakeholders.
- Facilitate customer outreach, manage contact records, and oversee portfolio responsibilities across designated regions.
- Work together with management to align products with operationalizing SOP-driven solutions.
- Manage and oversee various vendor-specific NMS systems and AP management platforms to enhance performance and address system concerns.
- Review daily data reports, address conflicts, and adjust necessary CRM or NMS settings.
- Participate in IT outreach initiatives and technical enablement projects.
- Collaborate with Marketing to develop technical communication materials for customer-facing content.
- Complete other assigned tasks as necessary.
Description
At Astound, we pride ourselves as a premier provider of internet, WiFi, mobile, and TV services, committed to bridging communities and enhancing lives through cutting-edge technology. Alongside our connectivity services for individuals, we ensure businesses maintain reliable operations via robust fiber infrastructure and internet solutions, driven by award-winning customer service. Situated in Seattles SoDo district, our dedicated team is at the forefront of digital transformation, continually adapting our offerings to meet evolving customer needs. We prioritize the growth of our employees through customized training and a nurturing environment that empowers you to make a significant impact within the communities we serve. We offer an extensive benefits package, including a 401k plan, insurance coverage options, paid time off, and various recognition programs, assuring our team members are supported throughout their professional and personal journeys.
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