Apogee, Inc. » Employment at Apogee

Apogee is revolutionizing telecommunications services for university and college communities. We're a growing telecommunications company that values hard work, collaboration, results and exceptional customer service. If you possess these qualities, we want you on our team!

Supervisor, Network Engineering Operations

As a member of our Network Engineering team, you will serve as team lead for Network Engineering Operations by providing guidance and technical leadership and interfacing with the Apogee Management Team to achieve Network Operations objectives. Additionally. you utilize your knowledge of IP Networks to configure, deploy and troubleshoot routers, switches and a variety of network technologies. You will work closely with Customer Support and Project Management resolve technical issues and provide general support of network infrastructural compaonents. You will proactively monitor, troubleshoot and correct any anomalies reported by the system and serve with team members to provide an Engineering on-call rotation. In addition, this position will also involve other network engineering initiatives outside of the NOC including providing general project support.

Qualifications:

The ideal candidate will possess strong communication skills, a solid network engineering background, be adept at configuring network equipment such as switches and routers and be able to lead the team to provide world-class network support. This motivated team player will also possess the following experience, knowledge, skills and attributes:

Three years supervisory and leadership experience
Five years experience troubleshooting and correcting network issues
Experience with Cisco routers and a variety of layer 2 and 3 technologies
Experience with Linux / BSD / UNIX
Solid understanding of the OSI model and excellent understanding in Ethernet and TCP/IP technologies
In depth understanding of switching, routing and firewall technologies
Excellent customer interface skills
Ability to learn and work in a fast paced, multi-task environment
Willingness and ability to answer incoming calls requiring technical assistance
Ability to accurately document issues and resolution
CCNA certification a plus
Four year degree preferred

Benefits:

We offer competitive benifits to our employees. In exchange for your hard work and dedication, we offer:

Medical coverage including health, dental, vision
Life and disability insurance
Retirement Plan
High energy, professional work environment
Competitive salary
Continuous training

We work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

Please direct all responses to Keith Moore at kmoore@apogeenet.net

Senior Field Coordinator – Central Texas

Field Coordinators are a vital part of our client's service organization. This role has direct interaction with customers, as well as the support and network operations teams.

This position will manage University relationships, property owners for off campus dorms and student relationships in four University Markets: Southwestern, University of Texas, Our Lady of the Lake and Incarnate Word. From Georgetown Texas to San Antonio. In addition to the Universities there are about 23 off campus properties; about 6,300 student beds.

Responsibilities:

This position is primarily responsible for handling customer and network related escalations at all Apogee client sites

Providing exceptional service to customers
Working with Apogee to address end-user and network escalations
Working with Apogee to coordinate client activities (e.g. move-in)
Responding to emergency outages promptly
Collaborating with local network partners to address escalated issues/situations (e.g. virus outbreaks)
Maintaining own schedule for onsite customer appointments within 24-48 hour SLA
Tracking and updating escalation tickets
Working with Apogee on customer install activities as needed
Seeing that Apogee's policies and end-user agreement is upheld in your perspective region
Generating reports as required
Attending training events as required
Other documentation and administrative duties as requested

Qualifications:

The ideal candidates will have the following experience, knowledge, skills and attributes:

4-5 years of customer support experience
Four year degree preferred
Helpdesk or technical support experience is preferred
Understanding of networking and multiple operating systems
Strong internet connectivity troubleshooting skills
Experience with commercial grade networking equipment preferred
Experience with Cable TV "headend" equipment preferred
Operate under minimal supervision
Excellent written and spoken communication skills, the ability to communicate
Ability to present themselves in a business professional manner in a variety of

Technical Support Representative ( Part-time )

Location: Austin, TX (UT / West Campus area)

Join Apogee, the leader in providing innovative technology solutions and services to higher education! Assist our student customers via telephone with troubleshooting internet connectivity, basic configuration as well as account registration and general customer service inquiries.

Responsibilities

Assist customer with:

Troubleshooting internet connectivity issues
Account registration
Billing Questions
Virus Issues
Create work order tickets for on site support dispatch
Other duties as assigned

Qualifications

Previous Technical or Customer Support experience preferred
Enjoy assisting customers via telephone
We are a 24x7 call center. Must be available to work weekdays and weekends 20+ hours per week. Multiple shifts available around the clock.

Compensation: $11.00 per hour

Apogee is currently hiring for engineers our advanced Network Operation Center. NOC staff will be consisted of 2 tiers:

Tier 1 will be responsible for the initial customer support and troubleshooting and for generating appropriate reporting for each call.

Tier 2 will be responsible for most of the day to day NOC operations and will be responsible for troubleshooting and resolution of each ticket. Tier 2 will also proactively monitor, troubleshoot and correct any anomalies reported by the system.

Network Operations Center Engineer (Tier 1)

Location: Austin, TX

Job Description:

As a member of our Network Operations team, this position will be required to work closely with the customer service, implementation, engineering teams and software development teams in order to efficiently monitor, troubleshoot and resolve campus networks.

Tier I engineer should gather and compile trouble reports to Tier II NOC engineers from the Customer Support Reps (CSR). Tier I engineers will be responsible for acknowledgement and initial troubleshooting of any incoming alarms and events; and he/she should appropriately escalate those data issues and inquiries to Tier II Technical Operations Support, and continue to work with Tier II Tech Ops support as necessary until the issue is resolved.

Requirements:

Ability to learn and work in a fast paced environment; solid understanding of the OSI model Good understanding in Ethernet and TCP/IP technologies; basic understanding of switching, routing and firewall technologies; experience with Cisco routers; experience with Linux / FreeBSD; excellent oral and written communications skills; excellent customer interface skills; competency in a multi-task environment; ability to answer incoming calls requiring technical assistance; ability to accurately document issues and resolutions.

Network Operations Center Engineer (Tier 2)

Location: Austin, TX

Job Description:

Provide technical assistance for operational management of the Apogee Network Operation Center. Write site related technical documentation, operating related procedures, policies and training materials. Assist in establishing new NOC facilities with new software releases and installation of them.

Responsible for escalation support for Tier I engineers. Responsible for managing incoming trouble tickets, troubleshooting, and resolution of the alarms. Must have solid understanding of Ethernet, TCP/IP and the OSI model. Responsible for daily shift reports to the management team.

Requirements:

Ability to learn and work in a fast paced environment; solid understanding of the OSI model Good understanding in Ethernet and TCP/IP technologies; basic understanding of switching, routing and firewall technologies; experience with Cisco routers Experience with Linux / FreeBSD; excellent oral and written communications skills; excellent customer interface skills Competency in a multi-task environment; ability to answer incoming calls requiring technical assistance; ability to accurately document.

Qualified candidates can40 click below to apply online.