Organization

CentraComm proactively deploys, secures, and manages hybrid and cloud networks.  To accomplish this, the most important service that we offer is simple: trust.  From risk assessments to networking to ongoing management and professional services, our customers trust us to help protect their digital infrastructure across the globe and in the cloud. They trust us to provide risk mitigation services to help them make safer and smarter business decisions and to help when they embark upon their journey to the cloud.  Our commitment to our customers is unparalleled, and our cloud data hosting security mimics that of a military bunker. We nurture best-in-class partnerships with companies who are known as innovators and leaders while building a company culture designed to do the same: innovate and lead. We’ve committed ourselves to becoming the best at what we do and delivering peace of mind across your enterprise. Trust-as-a-service is the foundation of what we provide, and we are deeply committed to deploying, securing, and managing your digital assets, people, and facilities in your offices, in our data centers, or in the cloud.

Position Overview –

The Emerging Technologies Support team is responsible for supporting CentraComm’s customers, vendors, engineers, technicians and sales team to assist with initial scoping, configuration, troubleshooting, and ongoing management of CentraComm’s ET product and service offerings. A successful ET Support member will have a passion for continuous learning of new and upcoming products and services adopted by CentraComm in our efforts to help our customers succeed. Knowledge and experience in various technology industries, creative thinking skills, and comfort in communicating with others are a must.

Essential Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Responsibilities and duties include, but are not limited to:

• Provide customer support of implementation and operational utilization of cloud security products
• Perform in-depth diagnostics and troubleshooting using networking tools
• Assist customers with testing or troubleshooting of reported issues
• Communicate with customers and internal teams via phone, email, ticketing portal and other means
• Ensure all customer tickets\cases are being moved towards completion on a regular basis
• Promote a team environment by assisting fellow team members whenever necessary
• Provide technical guidance and training to NOC personnel
• Document processes, best-practices, and issue resolutions as discovered
• Investigate and provide suggestions or feedback of potential new emerging technology initiatives
• Understand product capabilities and customer use-cases and provide input regarding product changes or best-practices in achieving customer’s desired experience
• May participate in a 24×7 support operation and 24×7 on-call rotation
• The person in this role will primarily focus on supporting customers, and internal team, regarding the Zscaler Internet Access & Zscaler Private Access service offerings
• Additional duties/responsibilities to be assigned as necessary.

Required Competencies

• Personal Competencies: Integrity/honesty; Organization and planning; Calm under pressure; Moves quickly and effectively; Follows through on commitments.
• Intellectual Competencies: Learns quickly; Superior analytical skills; Strategic thinking/visioning; Creative/innovative; Attention to detail
• Motivational Competencies: Enthusiasm/ability to motivate self and others; Persistent; Proactive/takes initiative; Work ethic; Sets high standards
• Interpersonal Competencies:  Listening skills; Open to criticism and others’ ideas; Written communications; Oral communication; Teamwork; Persuasion; Holds people accountable

Minimum Requirements:

• Education: Associates Degree in Information Technology related field or equivalent advanced industry certifications.
• Experience: Minimum of 2 years’ experience working technology support in networking or web security products.

Position location is flexible in NW Ohio.

Physical and Environmental Factors:

The incumbent may be exposed to the following:

Physical: Bending & Stooping; Sitting for extended periods of time; Pushing & Pulling; Extensive exposure to computer; Lifting/Carrying up to 50 pounds; Extensive cell phone usage

Environmental: Typical office setting; Normal noise exposure; Typical temperature exposure; Includes weekend hours; Hazardous exposure: N/A