Associate Customer Support Engineer

Zayo Group
Full_time•$24-30/hour (USD)•United States

📍 Job Overview

  • Job Title: Associate Customer Support Engineer
  • Company: Zayo Group
  • Location: United States
  • Job Type: On-site
  • Category: Customer Support
  • Date Posted: 2025-06-11
  • Experience Level: Entry-level to Intermediate
  • Remote Status: On-site

🚀 Role Summary

  • Provide basic to intermediate technical support for Zayo's products and services.
  • Monitor the performance of deployed devices and ensure customer satisfaction.
  • Collaborate with internal teams and external vendors to resolve support issues promptly.

💻 Primary Responsibilities

  • Technical Support: Provide technical support for Zayo's products and services, including broadband internet connectivity, layer 2 and 3 networking, VOIP/PBX, Wi-Fi, and cloud computing services.
  • Device Monitoring: Proactively monitor the performance of Zayo-deployed devices, including Cisco routers, Brocade switches, AeroHive access points, and data center components.
  • Customer Communication: Inform impacted customers of service events, provide frequent status updates, and ensure high levels of customer satisfaction throughout the incident duration.
  • Ticket Management: Manage inbound technical support tickets through Zayo's ACD system, ensuring all customer communication and troubleshooting steps are documented accurately.
  • Trend Analysis: Identify trends associated with frequent disruptions and collaborate with team members to find permanent solutions to prevent future impacts.
  • Continuous Improvement: Seek to improve personal performance and contribute to department goals and customer satisfaction objectives.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field is preferred but not required. Relevant work experience may be considered in lieu of a degree.

Experience: Minimum of one year of experience in a customer service call center, general helpdesk, NOC, or other technical support desk role, directly interfacing with customers through phone, ticketing system, and email.

Required Skills:

  • Proven customer service and technical support experience
  • Strong documentation skills
  • Ability to multitask and manage multiple technical issues simultaneously
  • Experience managing external vendors or clients
  • Familiarity with network connectivity and functionality troubleshooting
  • Basic understanding of Layer 3 TCP/IP network protocols (a plus)
  • Experience with processing orders or provisioning services (a plus)
  • CCENT Certification (a plus)

Preferred Technologies:

  • Cisco routers
  • Brocade switches
  • AeroHive access points and switches
  • Data center components
  • Zayo's ACD system
  • Ticketing systems (e.g., JIRA, ServiceNow)
  • Cloud computing platforms (e.g., AWS, Azure)

📊 Web Portfolio & Project Requirements

Not applicable for this role.

💵 Compensation & Benefits

Salary Range: $24.04 - $30.05 USD/Hour

Benefits:

  • Excellent health, dental, and vision insurance
  • Retirement 401(k) savings plan
  • Generous paid time off policy, including paid parental leave

🎯 Team & Company Context

Company Culture: Zayo provides mission-critical bandwidth to impactful companies, fueling innovations that transform our society. The company values customer service, technical excellence, and continuous improvement.

Team Structure: The Customer Support team consists of Associate, Intermediate, and Senior Customer Support Engineers, working in a dynamic, customer service-oriented environment. The team collaborates with internal engineering departments and external vendors to resolve support issues promptly.

Development Methodology: Zayo follows standardized procedures to ensure customer needs are addressed uniformly on each interaction. The team uses a ticketing system to track and provide clear status updates to customers throughout the incident duration.

Company Website: Zayo Group

📈 Career & Growth Analysis

Web Technology Career Level: Entry-level to Intermediate Customer Support Engineer, responsible for providing basic to intermediate technical support for Zayo's products and services.

Reporting Structure: The Associate Customer Support Engineer reports directly to the Customer Support Manager and works collaboratively with internal engineering departments and external vendors.

Technical Impact: The role directly impacts Zayo's customer satisfaction and retention by ensuring timely and accurate resolution of support issues.

Growth Opportunities:

  • Technical Skill Development: Gain experience with various network protocols, cloud computing platforms, and ticketing systems to advance your technical skillset.
  • Team Leadership: Demonstrate strong leadership skills and take on mentoring responsibilities as you progress in your career.
  • Architecture Decision-Making: Contribute to process improvements and architecture decisions that enhance Zayo's interactions with customers.

🌐 Work Environment

Office Type: On-site, customer service-oriented team environment with a 24/7x365 rotating weekly schedule.

Office Location(s): United States - CO - Denver 1401 Wynkoop

Workspace Context:

  • Collaborative workspace with multiple monitors and testing devices available.
  • Access to relevant software and tools for effective troubleshooting and documentation.
  • Cross-functional collaboration with internal engineering departments and external vendors.

Work Schedule: Rotating weekly 24/7x365 schedule, accommodating customer needs.

📄 Application & Technical Interview Process

Interview Process:

  1. Phone Screen: A brief phone call to assess communication skills and technical proficiency.
  2. Technical Assessment: A hands-on assessment of your ability to troubleshoot network connectivity issues and manage customer tickets.
  3. Final Interview: A discussion with the hiring manager to evaluate your cultural fit and long-term potential within the team.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation:

  • Familiarize yourself with common network connectivity issues and troubleshooting techniques.
  • Brush up on your knowledge of Layer 3 TCP/IP network protocols and cloud computing platforms.
  • Practice documenting customer interactions and troubleshooting steps in a ticketing system.

ATS Keywords: Customer Service, Technical Support, Network Troubleshooting, Documentation, Multi-tasking, Vendor Management, Layer 3 TCP/IP, Broadband Internet Connectivity, Layer 2 Connectivity, VOIP/PBX, Wi-Fi, LAN, Cloud Computing, AWS, Azure, Ticketing Systems, JIRA, ServiceNow

🛠 Technology Stack & Web Infrastructure

  • Customer Support Tools: Zayo's ACD system, ticketing systems (e.g., JIRA, ServiceNow)
  • Networking Technologies: Cisco routers, Brocade switches, AeroHive access points and switches, data center components, Layer 3 TCP/IP network protocols
  • Cloud Computing Platforms: AWS, Azure

👥 Team Culture & Values

Web Development Values:

  • Customer Focus: Prioritize customer satisfaction and timely resolution of support issues.
  • Technical Excellence: Maintain a strong understanding of Zayo's products and services, and continuously improve technical skills.
  • Collaboration: Work effectively with internal teams and external vendors to resolve support issues promptly.
  • Continuous Improvement: Seek to improve personal performance and contribute to department goals and customer satisfaction objectives.

Collaboration Style:

  • Cross-functional Integration: Collaborate with internal engineering departments and external vendors to resolve support issues promptly.
  • Code Review Culture: Leverage standardized documentation requirements to track and provide clear status updates to customers throughout the incident duration.
  • Knowledge Sharing: Share technical knowledge and best practices with team members to enhance overall performance.

⚡ Challenges & Growth Opportunities

Technical Challenges:

  • Network Connectivity Issues: Troubleshoot network connectivity and functionality issues for various customer environments.
  • Service Failures: Manage service failures and collaborate with external vendors to resolve issues promptly.
  • Customer Expectations: Meet customer expectations for timely and accurate resolution of support issues.

Learning & Development Opportunities:

  • Technical Skill Advancement: Gain experience with various network protocols, cloud computing platforms, and ticketing systems to advance your technical skillset.
  • Conference Attendance: Attend industry conferences and events to stay up-to-date with the latest trends and best practices in customer support and technical troubleshooting.
  • Certification: Pursue relevant certifications (e.g., CCENT) to enhance your technical expertise and career prospects.

💡 Interview Preparation

Technical Questions:

  • Describe your experience with network connectivity troubleshooting and customer support.
  • How do you prioritize and manage multiple technical issues simultaneously?
  • Can you walk us through your process for documenting customer interactions and troubleshooting steps in a ticketing system?

Company & Culture Questions:

  • How do you ensure high levels of customer satisfaction throughout the incident duration?
  • Can you provide an example of a time when you identified trends associated with frequent disruptions and collaborated with team members to find a permanent solution?
  • How do you stay up-to-date with the latest trends and best practices in customer support and technical troubleshooting?

Portfolio Presentation Strategy: Not applicable for this role.

📌 Application Steps

To apply for this Associate Customer Support Engineer position:

  1. Submit your application through the application link.
  2. Prepare for the phone screen by reviewing common network connectivity issues and troubleshooting techniques.
  3. Familiarize yourself with Zayo's products and services, and practice documenting customer interactions in a ticketing system.
  4. Research Zayo's company culture and customer support values to ensure a strong cultural fit.
  5. Prepare for the technical assessment and final interview by reviewing the job description and practicing your responses to potential interview questions.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Zayo Group before making application decisions.

Application Requirements

Candidates must have at least one year of experience in a customer service or technical support role and demonstrate strong documentation skills. Experience with network protocols and customer service is preferred.