#LI-DNI
About the role
The Network Support Specialist plays a crucial role in ensuring seamless tier 2 global branch network support and tier 2 & 3 telephony support for all Edward Jones global branch offices. This position is responsible for delivering exceptional technical assistance to both Edward Jones and CBIZ associates, ensuring swift and accurate issue resolution. Additionally, this role collaborates with internal teams and departments to drive continuous improvement in service delivery, ultimately enhancing the efficiency and reliability of network and telephony operations.
This position participates in an on-call rotation for the BVD team, covering both weekdays and weekends. During the week, the on-call team member is responsible for handling incoming calls, pages, and escalations until the Help Desk closes for the day. Weekend on-call coverage rotates through the team approximately once every two months, with responsibility focused on responding to incoming pages and ensuring timely support.
Essential Functions and Primary Duties
Diagnose and troubleshoot network and telephony issues for Edward Jones global branch offices.
Provide high-quality technical support to partner teams such as Branch Network Operations (BNO) and Branch Voice Operations (BVO).
Assist in optimizing service delivery, empowering Edward Jones Financial Advisors to better serve their clients.
Maintain and enhance network and telephony performance to support critical business operations.
Preferred Qualifications
Bachelor’s degree in Information Technology, Telecommunications, or Engineering (preferred) or equivalent work experience.
Minimum 2 years of experience in telecommunications, networking technologies, or a helpdesk environment with a focus on analytical problem-solving.
Technical Skills: Network & Telephony Operations
Hands-on experience with LAN and WAN operations, including maintaining carrier-provided data and voice communication circuits.
Proficiency in configuring and supporting branch office network and telecommunication hardware/software.
Strong troubleshooting skills for Layer 1, 2, and 3 network issues, including copper ADSL, cable, and fiber optic connectivity.
Foundational understanding of TCP/IP, QoS, BGP, and multicast routing protocols.
Familiarity with router, switch, and UPS troubleshooting.
Conceptual knowledge of the OSI 7-layer model.
Basic knowledge of UNIX command line operations.
Experience maintaining and troubleshooting branch office carrier-provided voice and data circuits.
Familiarity with VOIP phone systems and diagnostics (Vonage and Zoom).
Basic knowledge of Toshiba phone systems and eManager application.
Understanding of carrier-provided features such as voicemail, caller ID, hunt groups, and remote call forwarding.
Minimum Qualifications
Basic knowledge of telecommunications principles and practices
Basic experience in support of and maintenance of network and/or telecommunications systems
Working knowledge of branch telecommunications
Working knowledge of carrier-provided data and voice communication circuits
Experienced in developing support procedures for Helpdesk and Branch office to resolve basic branch telecommunications and networking issues
Self-motivated and able to function with minimal supervision
Task-oriented and focused on resolving issues
Effective working on a team and/or individually
Ability to analyze, identify and resolve basic branch offices network problems independently and/or within a team environment
Strong customer service skills including the ability to deal with issues diplomatically and patiently, successfully handling complaints, problems, questions, conflicts and suggestions
Strong interpersonal skills required to successfully work with Edward Jones Financial Advisors (FAs), Branch Office Administrators (BOAs), and leaders, team members and other CBIZ and Edward Jones associates
Strong verbal and technical skills, including the ability to communicate technical information in lay-terms to end users
Basic knowledge of branch office hardware, software and operating systems