Join the Xonicwave Team…
It's not a job…it's a career! We're looking for the top talent in your area.
Are you tired of working on the same network every day?
Do you wish to work with a team of talent that you can contribute to and learn from? Xonicwave is always looking to add top talent to our family. We collaborate, learn, grow, and push each other to not only provide the highest level of technology expertise, but give our clients an equal level of client service. Our clients understand and expect the best and Xonicwave is always eager to exceed expectations.
With 12 offices across the Southern United States, we're always in our client's backyard. Whether it's Los Angeles, San Diego, or even Miami…when you're ready to elevate your career to the next level, we'd love to hear from you.
Xonicwave Benefits
Medical Benefits
We pay 100% of your health insurance (medical)
Competitive Salaries
We offer competitive salaries and growth opportunities with perks along the way.
Bonus Program
All employees can share in the rewards of great performance after their first year. A bonus program is defined as bonuses based on company and/or individual performance.
Flexible PTO
In addition to eight major holidays, we provide you with PTO to use as you see fit.
Level 1 Network Support Specialist
About the Role:
The Level 1 Network Support Specialist is the first point of contact for clients needing technical support. This role is essential in ensuring a positive customer experience by triaging and resolving incoming support requests promptly and effectively.
Why This Role is Important:
As the initial point of contact, the Level 1 Network Support Specialist plays a critical role in shaping the client's experience with our company. By providing prompt and effective support, you help maintain client satisfaction and contribute to the smooth operation of their technology environments.
Key Responsibilities:
Triage incoming client requests to determine priority, categorize issues, and identify potential solutions.- Capture and document all relevant information related to client issues, including environmental details and previous resolution attempts.
- Manage the process of resolving client requests, including tracking, updating, setting expectations, and following up to ensure timely resolution.
- Monitor and report on key metrics such as response and resolution times to contribute to Reactive Hours per End User per Month (RHEM).
- Resolve simple technical issues and close tickets independently, providing basic information to clients.
Day-to-Day Activities:
- Evaluate and prioritize incoming technical support requests.
- Document client issues with precision and attention to detail.
- Track progress on open tickets and follow up with clients to ensure satisfaction.
- Collaborate with team members to escalate complex issues when necessary.
- Maintain a high level of organization and efficiency in managing daily tasks.
Qualifications:
- Strong attention to detail and excellent organizational skills.
- Basic technical knowledge and the ability to solve problems efficiently.
- Excellent communication skills, both written and verbal.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- At least one year of providing help desk support to network users within the last 2 years
Level 2 Network Support Specialist
About the Role:
As a Level 2 Network Support Specialist, you will be responsible for handling more complex technical issues and providing advanced support to our clients. Your expertise will be crucial in ensuring a high rate of ticket resolution and customer satisfaction.
Why This Role is Important:
The Level 2 Network Support Specialist is vital to maintaining high levels of client satisfaction by resolving more challenging technical issues efficiently. Your ability to solve complex problems helps reduce downtime for clients, ensuring their business operations run smoothly.
Key Responsibilities:
- Independently resolve technical support requests using your broad technical expertise.
- Achieve a 95%+ ticket resolution rate, handling at least 10 resolutions per day.
- Provide support across various hardware and software platforms.
- Escalate issues that require further technical expertise to higher-level support when necessary.
- Communicate effectively with clients to provide clear and concise technical guidance.
Day-to-Day Activities:
- Troubleshoot and resolve a wide range of technical issues.
- Manage and prioritize multiple support tickets daily.
- Document resolutions and maintain accurate records of all interactions.
- Collaborate with Level 1 technicians to provide mentorship and support.
- Stay updated on the latest technology trends and best practices.
Qualifications:
- Extensive technical knowledge and experience with a variety of technologies.
- Strong problem-solving and time management skills.
- Excellent organizational abilities and attention to detail.
- Exceptional communication skills, both written and verbal.
- At least three years of providing help desk support to network users within the last 4 years
Level 3 Network Support Specialist
About the Role:
The Level 3 Network Support Specialist is the highest level of technical support, responsible for resolving the most complex and challenging technical issues. You will also provide leadership and mentorship to lower-level technicians.
Why This Role is Important:
Your expertise ensures that even the most difficult issues are resolved promptly and effectively, which is crucial for maintaining client trust and satisfaction. Additionally, your leadership helps elevate the skills of the entire support team.
Key Responsibilities:
- Serve as the final escalation point for complex technical issues.
- Lead and mentor Level 1 and Level 2 technicians, sharing knowledge and best practices.
- Contribute to the development of internal documentation and training materials.
- Collaborate with other departments to implement new technologies and improve existing systems.
- Participate in strategic planning and provide insights based on technical expertise.
Day-to-Day Activities:
- Resolve escalated technical issues that require advanced knowledge.
- Conduct training sessions for lower-level technicians.
- Review and improve existing processes and procedures.
- Work closely with management to align technical support with business goals.
- Stay abreast of the latest industry trends and technological advancements.
Qualifications:
- Deep technical expertise with a proven track record of resolving complex issues.
- Strong leadership skills and the ability to mentor others.
- Excellent communication and interpersonal skills.
- Strategic thinking and the ability to align technical support with business objectives.
- At least five years of providing help desk support to network users within the last 6 years
Client Success Manager (Inside Sales)
About the Role:
The Client Success Manager is responsible for managing and growing client relationships through exceptional service and sales expertise. You will be the primary point of contact for clients, ensuring their needs are met and identifying opportunities for additional services.
Why This Role is Important:
This role is essential for driving revenue growth and maintaining client satisfaction. By building strong relationships and understanding client needs, you help ensure long-term partnerships and business success.
Key Responsibilities:
- Manage a portfolio of client accounts, ensuring their needs are met.
- Identify opportunities for upselling and cross-selling additional services.
- Conduct regular check-ins with clients to assess satisfaction and address concerns.
- Collaborate with technical teams to ensure seamless service delivery.
- Prepare and present proposals for new services and renewals.
Day-to-Day Activities:
- Conduct client meetings and calls to understand their needs and challenges.
- Develop and execute account plans to achieve sales targets.
- Coordinate with internal teams to resolve client issues promptly.
- Track and report on client metrics and satisfaction levels.
- Stay informed about industry trends and competitor offerings.
Qualifications:
- Proven sales experience, preferably in the IT or technology sector.
- Strong relationship-building and communication skills.
- Ability to understand and articulate technical concepts to non-technical audiences.
- Self-motivated with a results-oriented mindset.
- At least three years of sales or account management experience
Network Consulting Engineer
About the Role:
The Network Consulting Engineer is responsible for designing, implementing, and maintaining complex network solutions for our clients. You will work closely with clients to understand their needs and deliver customized solutions that drive their business forward.
Why This Role is Important:
Your technical expertise and consulting skills are crucial for helping clients leverage technology to achieve their business objectives. By providing strategic guidance and hands-on support, you ensure that clients receive maximum value from their IT investments.
Key Responsibilities:
- Design and implement network solutions tailored to client requirements.
- Conduct network assessments and provide recommendations for improvements.
- Manage complex projects from planning through completion.
- Provide technical leadership and guidance to support teams.
- Stay current with emerging technologies and industry best practices.
Day-to-Day Activities:
- Meet with clients to assess their network needs and challenges.
- Develop detailed network designs and implementation plans.
- Oversee the deployment and configuration of network equipment.
- Troubleshoot and resolve complex network issues.
- Document network configurations and maintain accurate records.
Qualifications:
- Extensive experience in network design and implementation.
- Strong understanding of networking protocols, hardware, and software.
- Excellent problem-solving and analytical skills.
- Strong communication skills and the ability to work with diverse stakeholders.
- Relevant certifications such as CCNP, CCIE, or equivalent
While we have many other roles within Xonicwave, we only promote from within. All new hires will start by learning the Xonicwave methodology to enhance their current skillsets. Once they have shown proficiency in excelling at the responsibilities and proving that can succeed at the next level, opportunities for advancement occur. We strive to maintain our 20+ year ever evolving methodology and culture.
Please complete the form below and include a .PDF copy of your resume. It's imperative that you clearly show the listed qualifications within your resume in order to be considered for an interview.