Technical Support Agent - Night| Belleville, MI at US Signal

📍 Job Overview

Job Title: Technical Support Agent - Night
Company: US Signal
Location: Belleville, MI
Job Type: On-site
Category: Customer Support & Technical Support
Date Posted: June 9, 2025
Experience Level: Entry-level (0-2 years)
Remote Status: On-site

🚀 Role Summary

Provide first-line customer support and troubleshooting for US Signal's network and services
Collaborate with internal teams and external vendors to resolve network issues
Maintain data center security and perform preventative maintenance tasks
Demonstrate strong analytical skills, attention to detail, and excellent organizational skills

📝 Enhancement Note: This role requires a high level of multitasking and the ability to work well under pressure in a fast-paced environment, with a focus on customer satisfaction and issue resolution.

💻 Primary Responsibilities

Customer Support: Handle incoming customer calls for technical support and create trouble tickets using US Signal's proprietary ticketing software
Troubleshooting: Diagnose and troubleshoot various levels of Ethernet and IP-related issues using remote secure session access to managed Cisco and Adtran devices
Vendor Coordination: Work with external vendors, partners, and LECs to sectionalize and repair network and local loop issues
Ticket Management: Provide continual status updates to customers regarding trouble tickets and work with internal teams to resolve USS hardware/software issues
Data Center Security: Perform data center walkthroughs to ensure premises security and follow preventative maintenance procedures provided by US Signal's Facilities team
Special Projects: Assist with special projects as deemed necessary by USS management

📝 Enhancement Note: This role requires strong problem-solving skills and the ability to think critically to identify and resolve complex technical issues efficiently.

🎓 Skills & Qualifications

Education: Technical training in IP, networking, routing, and telecommunications. A B.S. in Telecom, Computer Science/Information Systems, or Networking is a plus.

Experience: Experience with Microsoft Windows and Office, familiarity with network tools (i.e., ping, trace route, nslookup, etc.). Previous customer support or technical support experience is beneficial.

Required Licenses/Certifications: Must be able to achieve CJIS certification within the introductory period of employment. CCNA or other applicable Cisco certifications are preferred.

Preferred Skills:

Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Ability to work well under pressure and multitask in a fast-paced environment
Familiarity with Cisco and Adtran devices
Knowledge of US Signal's products and services

📝 Enhancement Note: While not explicitly stated, having experience with ticketing systems and a basic understanding of networking protocols would be highly beneficial for this role.

📊 Web Portfolio & Project Requirements (N/A)

Note: This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: $35,000 - $45,000 per year (Estimated based on similar roles in the Belleville, MI area)

Benefits:

Generous paid time off policy, including vacation, sick time, and 10 paid holidays
Competitive and comprehensive medical, dental, and vision benefits plans with Flexible Spending benefits
401(k) retirement plan with a generous contribution
Group Term Life Insurance covered 100% by the employer
Wellness program to promote overall employee well-being
Health club reimbursement
Paid volunteer time
Business casual dress code

Working Hours: 7 p.m. to 7 a.m., Thursday to Saturday, and every other Wednesday (36 hours per week)

🎯 Team & Company Context

🏢 Company Culture

Industry: US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services, all powered by its expansive, robust fiber network.

Company Size: US Signal is a mid-sized company, which means employees have the opportunity to work closely with team members and have a significant impact on the organization's success.

Founded: 2003

Team Structure:

The Technical Support Agent will work closely with the US Signal Technical Operations Center (TOC) team, which is responsible for managing and monitoring the US Signal network and ensuring high levels of service availability.
The TOC team is composed of various roles, including Network Operations Center (NOC) Technicians, NOC Supervisors, and Network Engineers.
The Technical Support Agent will also collaborate with other internal departments, such as Engineering and Outside Operations, as well as external customers and vendors.

Development Methodology: US Signal follows ITIL (Information Technology Infrastructure Library) best practices for IT service management, ensuring that processes are aligned with industry standards and focused on delivering value to customers.

Company Website: https://www.ussignal.com/

📝 Enhancement Note: US Signal's company culture emphasizes teamwork, collaboration, and customer satisfaction. Employees are encouraged to take ownership of their roles and contribute to the company's success through their expertise and dedication.

📈 Career & Growth Analysis

Technical Support Agent Career Level: This role is an entry-level position within the Technical Operations Center, focusing on first-line customer support and troubleshooting. The Technical Support Agent is responsible for handling customer inquiries, diagnosing technical issues, and collaborating with internal teams and external vendors to resolve problems efficiently.

Reporting Structure: The Technical Support Agent reports directly to the NOC Supervisor and works closely with the NOC Technicians and Network Engineers within the US Signal Technical Operations Center.

Technical Impact: The Technical Support Agent plays a crucial role in maintaining high levels of service availability and customer satisfaction by effectively managing and resolving customer issues. Their work directly impacts the performance and reliability of US Signal's network and services.

Growth Opportunities:

Promotion to NOC Technician: With experience and demonstrated proficiency, Technical Support Agents may be promoted to NOC Technician, assuming more complex troubleshooting tasks and taking on additional responsibilities within the Technical Operations Center.
Career Transition to Engineering: Technical Support Agents who develop a strong understanding of US Signal's network and services may pursue a career transition to the Engineering department, focusing on network design, architecture, and implementation.

📝 Enhancement Note: Growth opportunities within US Signal are based on individual performance, skill development, and demonstrated commitment to the company's success. Employees are encouraged to take initiative and seek out opportunities for professional growth and development.

🌐 Work Environment

Office Type: US Signal's Belleville, MI office is a professional, collaborative workspace designed to facilitate teamwork and communication among employees.

Office Location(s): 9275 Haggerty Road, Belleville, MI 48111

Workspace Context:

Collaborative Workspace: The Technical Support Agent will work in an open, collaborative workspace alongside other members of the Technical Operations Center team, fostering a culture of knowledge sharing and mutual support.
Data Center Access: As part of their role, the Technical Support Agent will have access to US Signal's data center facilities, where they will perform walkthroughs, preventative maintenance tasks, and assist with customer equipment.
Work Schedule: The Technical Support Agent will work a night shift schedule, from 7 p.m. to 7 a.m., Thursday to Saturday, and every other Wednesday. This schedule allows for flexibility in work-life balance while ensuring 24/7 customer support coverage.

Work Schedule: The Technical Support Agent will work a night shift schedule, from 7 p.m. to 7 a.m., Thursday to Saturday, and every other Wednesday, totaling 36 hours per week.

📝 Enhancement Note: US Signal's work environment is designed to support employee productivity, collaboration, and work-life balance. The company encourages employees to take ownership of their roles and contribute to the organization's success through their expertise and dedication.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to discuss the candidate's experience, qualifications, and fit for the role.
On-site Interview: A visit to US Signal's Belleville, MI office for a more in-depth discussion about the candidate's technical skills, problem-solving abilities, and cultural fit.
Technical Assessment: A hands-on evaluation of the candidate's troubleshooting and customer support skills, focusing on their ability to diagnose and resolve technical issues efficiently.
Final Interview: A meeting with the hiring manager or a panel of US Signal team members to discuss the candidate's fit for the role and answer any remaining questions.

Portfolio Review Tips (N/A): This role does not require a web portfolio or project requirements.

Technical Challenge Preparation:

Network Troubleshooting: Brush up on networking fundamentals, including IP, routing, and Ethernet-related issues. Familiarize yourself with Cisco and Adtran devices and their command-line interfaces.
Customer Support Skills: Refresh your customer service skills and be prepared to demonstrate your ability to handle customer inquiries professionally and efficiently.
Problem-Solving: Practice your problem-solving skills and be ready to think critically and creatively to identify and resolve complex technical issues.

ATS Keywords: Networking, IP, Routing, Cisco, Adtran, Troubleshooting, Customer Support, Technical Support, Problem-Solving, Collaboration, Teamwork, Data Center, Preventative Maintenance

📝 Enhancement Note: US Signal's interview process is designed to evaluate candidates' technical skills, problem-solving abilities, and cultural fit. Successful candidates will demonstrate a strong commitment to customer satisfaction, attention to detail, and the ability to work well under pressure in a fast-paced environment.

🛠 Technology Stack & Web Infrastructure (N/A)

Note: This role does not require a specific technology stack or web infrastructure knowledge, as it is not a web development or server administration position.

👥 Team Culture & Values

US Signal Values:

Customer Focus: US Signal is committed to delivering exceptional customer service and ensuring high levels of customer satisfaction.
Integrity: US Signal values honesty, transparency, and ethical behavior in all aspects of its operations.
Teamwork: US Signal fosters a collaborative work environment, encouraging employees to support and learn from one another.
Expertise: US Signal is dedicated to investing in its employees' professional development and fostering a culture of continuous learning and improvement.

Collaboration Style:

Cross-Functional Teamwork: The Technical Support Agent will collaborate with various internal teams, including the Technical Operations Center, Engineering, and Outside Operations, as well as external customers and vendors.
Knowledge Sharing: US Signal encourages employees to share their expertise and learn from one another, fostering a culture of continuous learning and improvement.
Regular Communication: The Technical Support Agent will maintain open lines of communication with customers, internal teams, and external vendors to ensure efficient issue resolution and high levels of customer satisfaction.

📝 Enhancement Note: US Signal's team culture emphasizes collaboration, knowledge sharing, and continuous learning and improvement. Employees are encouraged to take ownership of their roles and contribute to the organization's success through their expertise and dedication.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High-Volume Customer Inquiries: The Technical Support Agent may face high volumes of customer inquiries, requiring strong multitasking and time management skills to prioritize and resolve issues efficiently.
Complex Technical Issues: The Technical Support Agent may encounter complex technical issues that require creative problem-solving and critical thinking to diagnose and resolve efficiently.
After-Hours Support: Working a night shift schedule, the Technical Support Agent may need to troubleshoot and resolve issues during off-peak hours, requiring strong self-motivation and time management skills.

Learning & Development Opportunities:

On-the-Job Training: US Signal provides comprehensive on-the-job training to help new employees develop the skills and knowledge necessary to succeed in their roles.
Certification Programs: US Signal supports employees' professional development by offering certification programs and other training opportunities to help them advance their careers.
Mentorship Program: US Signal's mentorship program connects employees with experienced team members who can provide guidance, support, and insights to help them grow professionally.

📝 Enhancement Note: US Signal offers various learning and development opportunities to help employees grow professionally and advance their careers. Employees are encouraged to take initiative and seek out opportunities for growth and development.

💡 Interview Preparation

Technical Questions:

Networking Fundamentals: Be prepared to discuss your understanding of IP, routing, and Ethernet-related issues. Demonstrate your familiarity with Cisco and Adtran devices and their command-line interfaces.
Customer Support Scenarios: Practice handling customer inquiries professionally and efficiently, demonstrating your ability to diagnose and resolve technical issues under pressure.
Problem-Solving Scenarios: Prepare for scenarios that require critical thinking and creative problem-solving to identify and resolve complex technical issues.

Company & Culture Questions:

US Signal's Mission and Values: Familiarize yourself with US Signal's mission, vision, and core values, and be prepared to discuss how you align with these principles.
Teamwork and Collaboration: Demonstrate your ability to work well with others, support your teammates, and contribute to a collaborative work environment.
Customer Focus: Show your commitment to delivering exceptional customer service and ensuring high levels of customer satisfaction.

Portfolio Presentation Strategy (N/A): This role does not require a web portfolio or project requirements.

📝 Enhancement Note: US Signal's interview process is designed to evaluate candidates' technical skills, problem-solving abilities, and cultural fit. Successful candidates will demonstrate a strong commitment to customer satisfaction, attention to detail, and the ability to work well under pressure in a fast-paced environment.

📌 Application Steps

To apply for this Technical Support Agent - Night position at US Signal:

Submit your application through the application link provided.
Prepare for the phone screen or video call by reviewing your experience, qualifications, and fit for the role.
Familiarize yourself with US Signal's products and services, as well as its mission, vision, and core values.
Brush up on your networking fundamentals, customer support skills, and problem-solving abilities in preparation for the on-site interview and technical assessment.
Research US Signal's company culture, team dynamics, and growth opportunities to demonstrate your commitment to the organization and your long-term career goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with US Signal before making application decisions.

Technical Support Agent - Night| Belleville, MI