Position Title: Network Support Associate
Location: Austin, TX
Department: Manuf. & Operations (DEPT_MFGOP), North America (DIV_DFS_NAM)
Remote, Hybrid, or Onsite? Hybrid
Hiring Manager: David Santos
Additional Headcount or Replacement (if replacement provide name): Replacement – Daren Verhage
Position Summary
This role is a customer-facing position that supports the company's mission by delivering the highest level of customer service and support by engaging with customers primarily through tickets and phone. The Specialized Technician also serves as the first escalation point and supports customers through supplementary platforms
vision for success
Suit up and show up every day with a great attitude.
Provide fanatical customer service to our clients.
Deliver the best solution to customers every time.
Document everything and do it with tremendous detail.
Be an invaluable member of your team.
Be a voracious learner and demonstrate growth.
Responsibilities
Provide technical support to customers and end users.
Continuously demonstrates a truly empathetic concern for our customer’s issue
Working knowledge of PC software such as Microsoft Word, Excel, Office
Provide problem resolution; create service request with proper coding
Utilize basic networking knowledge of IT systems, including client LAN/WAN environments, private/public IP address space, DHCP, DNS, TCPIP Fundamentals to provide this support
Flexibility to adapt to new technologies and processes.
Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skills
Track, monitor and maintain requests, incidents, and escalations in the ticketing system
Analyze recurrent issues and recommend fixes or report to developers for further investigation
Be willing to learn additional products to troubleshoot Hydraulic, Dispenser Payment and Forecourt controller applications.
Qualifications
Technical, Electronic or Computer-related Associate’s Degree or Certificate, preferred
2+ years Technical support, call center, customer support experience desired if no degree or certificate
Ability to multi-task (read, type, talk simultaneously and work with multiple systems. Oracle, Telephony, etc.)
Takes ownership of all tasks and commits to high quality results
A track record of self-improvement and continuous learning
Strong keyboarding skills (typing 40 wpm)
Problem Solving skills.
Ability to comprehend, analyze and present data effectively
Ability to work various shifts, including weekends and holidays
Satisfactory Attendance required
Ability to sit for extended periods of time
Ability to work in excess of 8 hours per day
Ability to seamlessly adapt to changes quickly
Exceptional telephony utilization, communication skills, active listening, and customer-care
A demonstrated logical approach to troubleshooting
Consistently maintain a superior level of professionalism
Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases
Technical trouble shooting experience
Remote trouble shooting experience
Physical Requirements
☒Normal Office ☐Heavy work (lift 30-50 lbs.)
☒Light work (lift 10 lbs.) ☐Very heavy work (lift over 50 lbs.)
☒Medium work (lift 11-30 lbs.)
☒Other physical requirements (note)
The employee frequently is required to sit for extended periods of time and use hands to operate computer keyboard, telephone and basic office equipment
While performing the duties of this job, the employee is regularly required to talk and hear
Mental Requirements: (as presently performed to accomplish essential functions)
☒Reading, Writing, Calculating
☒Social Interaction Skills
☒Reasoning/Analysis
☒Works with Minimal Supervision
☐Other Mental Requirements (note)
Language Requirements
Ability to effectively speak, read and write English

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.



All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.
Fraudulent Recruiting Disclaimer: Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information. We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process. Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at https://careers.dovercorporation.com/. To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site.
