Aeneas

As an IT Support Specialist, you will staff the Aeneas Technical Support Call Center, assisting customers in resolving technical issues via telephone. Training will be provided upon employment.

Major Duties

Answer calls from customers and resolve any technical issues they report
Remote access customers' software to resolve issues
Maintain and troubleshoot VoIP and routers
Keep accurate and up-to-date records of trouble tickets and their resolutions

Other Duties May Include

Maintain LAN/WAN connections, support high-availability, scalable LAN/WAN Enterprise network infrastructures, and manage the documentation and administration needs of a large enterprise LAN/WAN
Troubleshoot access and communication issues in a variety of environments
Maintain and support network infrastructures based on the latest technologies and methodologies
Provide best quality customer service to customers
Investigate new access methods and network technologies
Document network architectures, design, and operational notes

Requirements

Applicant must live in Madison or adjoining county. No out-of-state applications
Must have excellent customer service skills/verbal skills and outgoing personality with the ability to demonstrate empathy, patience, and caring to customers over the phone.
Must be willing to work 8am - 9pm, 365 days a year including weekends and holidays.
Proven troubleshooting skills (LAN/WAN, internet, packet capture utilities (e.g. Sniffer), servers, clients, and applications
Growth in technical skills through certifications (CCNA/MCSE) or other similar achievements is required. Within a year of employment, the following certifications are expected to have been completed if you do not already have them: CCENT: Interconnecting Cisco Networking Devices Part 1 (ICND1), Cisco Certified Network Association, Microsoft Certified IT Professional: Enterprise Desktop Administrator on Windows, Enterprise Administrator on Windows Server
Demonstrated performance in technical work environment

Preferred

Programming and or scripting experience a plus
Knowledge of or experience with TCP/IP, Routing, standard LAN/WAN technologies and common network designs
Some experience as a field technician (basic cabling skills, basic telephone installation including RJ-21X and POTS)

What our customers are saying.

I appreciate all the work you guys have put in helping me...Even though the issues weren't on your end, the tracing you did helped point me the right direction...I can tell you that your customer service has far exceeded my hopes...Having a personal contact sure beats calling somebody in...Thanks!

» Jim V. - Lauderdale Community Hospital
After years of dealing with a large company with not-so-personal associates, hard-to-understand billing and poor service, we felt the need to make a change...We recognize exceptional customer service and technical support [and] we found that and more with Aeneas. Aeneas made us feel like clients.

» B. W. W. - Jackson Heating and Air Conditioning
...Because Aeneas services are so reliable, we rarely have any problems, but if we ever do, help is only a local phone call away...Aeneas staff makes it easy even if...you're not a computer whiz. At Aeneas, everyone is knowledgeable, courteous and efficient...Aeneas always exceeds my expectations.

» Debbie A. - Blue Goose Blinds and Shutters
I really appreciate the level of service that [we have] received so far from Aeneas, and I look forward to a long and prosperous relationship. Thank you for your ongoing prompt response to concerns and questions!

» Jessica F.
Brent did an outstanding job in getting my computers back online this afternoon. He was such a pleasure to deal with. He handled my problems and gave me excellent advice about other problems I was having with my connection. Thanks a million!

» Dickie B.
...your wonderful crew working in Jackson, TN [has] always helped and gone above and beyond on their service. They have greatly helped me and have always gone the extra mile... That's the reason I have chosen Aeneas over [other providers] hands down. Steady pricing for service has helped, too.

» Bobby D.
I had an occasion to call your tech support today...He worked tirelessly and with GREAT patience with me for quite a long time (possibly as much as 2 hours). He was great! We solved a problem which had not been able to be solved by a technician from another source. Kevin is great!

» Janice W.
Your people did a great job this week. I appreciate the effort. It was a very stressful time and the Aeneas team made it better. Thank you.

» Jack P. - Shelbyville Automotive
I just called and talked to a fine young man in your department. He was most helpful, kind and cordial...please put him in for a pat on the back award!

» Bruce L.
Thank you so much for always being so prompt in my request for help. Your staff is so polite and always willing to go the extra mile to get the job done. I have NEVER regretted switching ISP service. Thanks bunches!

» Linda
I want to thank you for your quick replies, friendly answers, and help you give. Being used to the usual runaround from tech support, I have been, as always, pleasantly surprised by your excellent service.

» David
Thanks. It is always nice to hear a happy, helpful voice at the other end of the line.

» Joe D.
I want to express my thanks and appreciation for assisting me with my computer problem. You were very courteous and helpful. Best of all, you worked with me through the resolution! God Bless You!

» Naomi B.
Almost overnight, I am only getting a few pieces of junk mail whereas only a week ago, I was getting 10 to 50 a day. It is hard for me to assume that spammers have had a sudden change of heart, so it must be something that you have done. Whatever it is, I thank you.

» Charles B.
I noticed that Aeneas helped sponsor a ballet. Thanks for supporting the arts.

» Steve M.
...When my DSL was down, [I] was treated to prompt and friendly assistance and a quick return call as soon as the problem was solved. Thank you for your excellent service...It is a pleasure to be an Aeneas customer.

» Scott Family
Your company is truly committed to excellence and it shows. Keep up the good work.

» Nick R.
...A very prompt response...that's why you're the reliable local phone company!

» B. T. Q.
...You folks are tops. [Your staff] helped me cure a problem that neither BellSouth nor Microsoft could cure. I have told several of my friends in the area about you. Again, thanks for the help!

» Dick H.
Just didn't know this great service was available. You have added GREATLY to the quality of my life!

» Dianne
Thank you so much for your help, you were very helpful and efficient getting us signed on. I was very impressed with your assistance finding the right package for our family. Thanks once again!

» Courtney L.
I appreciate your good, faithful service on my behalf!

» Ramona M.
The wonderful people at Aeneas are all on top of my problem and are, as always, being MOST helpful to me in getting this resolved as soon as physically possible. They're the greatest!

» Karen
I have had excellent connection speed and no problems...with my internet service through Aeneas. In fact, I've been telling ALL of my friends and co-workers here in Jackson that if the opportunity presents itself, they should MOST DEFINITELY sign up for both Aeneas internet and telephone service.

» Julie A.
You've got a great group up there. Do whatever necessary to keep that bunch.

» George E.
Thank you, I really appreciate the help, and I'm glad your company does understand where I am coming from. Again, thank you.

» Manoj M.
I [appreciate] the help and concern of your technical guys over the phone. Because I am so 'technically challenged' they couldn't have been more patient and helpful.

» G. G. B.
You guys are awesome. My connection is frickin' FAST!

» Paul S.
IMHO, Aeneas has the best techs in the business; thanks for always solving our tech-y issues!

» Julie H.
Problem started on Wed. I/we thought it was resolved, but had another glitch. It was resolved today (Fri) when Brandon and Randy came to the house. Thanks, guys!!!

» Cathey W.
Ryan is a credit to the Aeneas organization.

» Harold M.
I have never had a bad experience with Aeneas. I am a very happy customer and will continue to be for years to come. Thank you for being such a great company!

» Karla L.
I called "after hours" and was pleasantly surprised that a tech answered the phone. We talked through the problems over the phone for quite some time that night until he figured out the problem. He kept the ticket open and called me back a day or so later to make sure everything was working ok.

» Ann G.
I've been an Aeneas customer for a few years now, and we have always had good service...

» John K.
Great service, great help and so happy to get it done without waiting days and days.

» G. House
I have always had an excellent response from Techs that I have spoken with at Aeneas.

» John, D
Mike was the perfect person to help a long-time computer user but tech-disadvantaged OLD Person! Thank you so much.

» Anonymous
I love Aeneas! The customer service is unmatched!

» Carolyn C.
Over the years in being a customer with Aeneas I have had to call for tech support very, very few times and each time it has been taken care of quickly and never needed a callback because the problem was not resolved. A very satisfied customer and they are Local. I like keeping the money at home.

» J. Barton
Michael did a great job communicating. He left voice messages and sent e-mails. He gave explanations of what was causing the issue and was persistent in resolving it for us.

» A. Miller
They monitored our connection overnight and the next day we tried different things. We came to the conclusion the phone and electric company were in the area working on lines but they were very diligent and helpful and checked back with us.

» A. Everett
TECHNICAL SUPPORT HAS ALWAYS BEEN POLITE, EFFICIENT AND VERY HELPFUL. I COULD NOT ASK FOR BETTER SERVICE.

» J. Jones
Mike Robertson has helped us so many times! I LOVE Aeneas Tech support guys! I told Mike that he is magical! I would recommend Aeneas to anyone who asked me about an internet provider! I am an Aeneas cheerleader!

» M. Williams
Very knowledgeable, polite, friendly and eager to assist best customer service ever. Thank you Aeneas

» Lille B.
Mike was a fantastic help as usual, but by the end of the conversation it was decided that I needed our local IT people to come and take a look at my Microsoft Outlook. Mike is amazing! I love Aeneas!

» M. Williams
Thanks for your help in allowing our internet traffic to be re-routed through you during the recent tornado. Although we were not directly damaged the local infrastructure took quite a hit and in fact our cell service is still down. But we only had a few hours of downtime on our network THANKS.

» Kind words from East TN
I have been a happy customer with Aeneas Internet and Telephone service.

» Mary B.
Thanks for the service tech you have. JAMES was the service tech that assisted me with the problem I had. He is so knowledgeable. He resolved my problem without any issues. Thanks

» D Thomason
Mike was very nice and professional. Looked into the problem and even followed up to make sure everything was ok.

» A & A Express
James was great. Seemed interested in my issue. He made my problem his problem. Rare to have really good customer service these days. Thanx James!!

» A. Day
Great customer service....the reason I have been with Aeneas for many years.

» Michael S.
BEST SERVICE AS ALWAYS . GOT NEW PHONE AND GETTING ALL SETTING SET UP . THANKS - RUSS AND RYAN AND WHO EVER TODAY

» James
James, who provided internet support was excellent. Technicians who worked on wiring due to lightening damage worked to restore internet and telephone in excellent manner. All these employees gave excellent service.

» E. Dunaway
Aeneas has some of the best customer service I have ever experienced! I would recommend them to anyone looking for an internet provider. Their whole customer service crew is fantastic!

» Marty W.
The Tech was very friendly, knowledgeable, and eager to help. He followed up to make sure everything was fixed

» E Fielding
Outstanding support! Great group to work with!!!!!!

» S. Peery
As always, Aeneas helped my business run more efficiently! Their customer service is excellent.

» Vanedda
I have always had great service from the service dept. and I mean always. Wish it worked that way everywhere.

» J Barton
From day one my experience with Aeneas employees could not have been any better. Everyone I've dealt with there has been friendly, knowledgeable, and very eager to help. Congrats to HR and management for hiring such top notch employees.

» A. Frye
Everyone on the Aeneas staff is great to work with and they work quickly to resolve any issues.

» M French
As always got the problem took care of ?Thanks again for all your Team?

» James Taylor
Mike was very knowledgeable and helpful

» D. Moseley
Initially we were told our service would not be restored until the next day. The techs figured out how to resolve the problem and got it working the same day and kindly called us to let us know the problem was fixed and to ask if everything was ok

» William Allen
As is the case every time, Ryan was extremely cordial and helpful. I tell everyone that Aeneas is the best. Thanks for the best customer service around.

» Tate Smith
Excellent service. Walked me through resolving email issues in just a few minutes!

» Sherry W.
We always get great service from the Aeneas techs.

» Susan Bradberry
The tech went above and beyond what I expected and stayed until the issue was resolved. When he left I understood the problem.

» J. Rogers
You guys are always a pleasure to deal with. Great service and very fast.

» T. Hobbs
The fellow that came out was very polite and explained the situation. He did not tell me his name. Dakota kept me up to date throughout the day. Thanks.

» Dickie