{"id":1639411,"url":"https://alion.io/job/scansource-tech-support-analyst-cisco","title":"Tech Support Analyst - Cisco","company":{"id":1843407,"name":"ScanSource","domain":"scansource.com","url":"https://alion.io/company/scansource","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-04T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Greenville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":55000,"max":60000,"currency":"USD","period":"year","gross":null,"usd_annual":60000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Supervision","optional":false}],"status":"live","first_seen_at":"2026-09-01T15:04:58Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-10-04T23:21:47Z","board_verified":true,"closed_at":null,"days_open":33,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":33},"description":"Summary: \nThis position provides technical expertise to internal and external customers in the form of pre- and post-sales technical support (via telephone, e-mail, web and other channels) on specified technologies; tests products; provides or performs demonstrations of equipment or software as needed.\nEssential Job Duties:\nAnswers, evaluates, and prioritizes incoming telephone, voice mail, and e-mail requests for assistance from users seeking information about or experiencing problems with hardware and software from specified technologies\nInterviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.\nDetermines whether problem is caused by hardware or software.\nHandles problem recognition, research, isolation, resolution and follow-up for routine and complex problems.\nLogs and tracks calls using problem management database, and maintains history records and related problem documentation.\nCalls software and hardware vendors to request service regarding defective products.\nProvides demonstrations of hardware and/or software as needed; installs hardware, software, and peripheral equipment to duplicate customer problems; performs product testing; produces documentation for internal and external use; attends training.\nConsults with customers to recommend solutions and/or configuration changes;\nOther duties as assigned.\nRegular attendance is an essential function of the Technical Support Analyst position. \nThis position may require work hours outside normal operating hours.\nReporting Relationships:\nTechnical Support Analysts receive supervision commensurate with knowledge, experience, and initiative. Supervision may include technical advice, coaching on interpersonal interaction, or instruction in broad policies and quality standards. The goal of supervision is to develop the employee to the point that they require decreasing supervision and are able increasingly to make independent decisions.\nThe Support Analyst has daily personal contact with co-workers and immediate management; daily phone contact with customers and vendors; occasional contact with executive management.\nRequirements:\nMust be Cisco CCNA Certified (Current non-expired).\nWorking knowledge (1yr minimum) of Video and Voice Conferencing Equipment and Technology.\nKnowledge of Cisco Unified Collaboration Video Conferencing Products (WebEx / CUCM / Video Endpoints / Infrastructure / Control Hub) preferred.\nHelp desk experience.\nWillingness to participate in Afterhours Support program\nWillingness and Ability to work outside of regular scheduled shift hours.\nCustomer service experience, both in person and over the phone.\nAbility to speak English plainly and to be easily understood over the phone.\nAbility to understand spoken English, both technical and colloquial.\nAbility to learn quickly.\nExperience with IP networks and networking\nPreferred:\nExperience with communications concepts and technologies\nExperience with business data products and services\nSAP Experience\nPhysical Requirements:\nAbility to sit at a computer terminal for long periods of time.\nAbility to be physically in attendance at workstation at designated company office location during normal business hours designated for this position.\nAbility to travel 5% of the time.\nAbility to lift up to 50 pounds.\nCompensation:\nCompensation Range: $55,000 - $60,000\nActual annual salary offered to a candidate will be based on a number of variables including work experience, education and skills/ achievements, and will be mutually agreed upon at the time of offer. This position is not eligible for a variable pay component as part of the hiring range.\nWhile we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, and a 401(k) plan with matching provision. Outside of CA, ScanSource grants 128 hours of paid time off (PTO) each calendar year (prorated for date of hire). In the state of CA, employees accrue a set number of hours each pay period equaling the same 128 hours of PTO. ScanSource also celebrates 10 paid company holidays.\nScanSource, Inc. is an Equal Opportunity Employer\nEOE/M/F","description_format":"text","description_chars":4283,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Professional Services","IT Resellers & VARs"],"lifecycle":[{"event":"open","at":"2026-10-01T21:47:28Z"}],"visa":[],"liveness":{"score":22,"band":"cold","label":"Long shot","p_open":1,"p_active":0.499,"p_room":0.45,"age_days":32,"expected_fill_days":21,"reasons":["conf:0","velocity","win:tail"],"computed_at":"2026-10-04T05:45:00Z"},"pay":{"stated_usd_annual":60000,"is_top_pay":false},"html_url":"https://alion.io/job/scansource-tech-support-analyst-cisco","json_url":"https://alion.io/job/scansource-tech-support-analyst-cisco.json","meta":{"generated_at":"2026-10-05T01:31:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2019,"day_limit":5000,"remaining_today":2981,"minute_limit":60,"resets_at":"2026-10-06T00:00:00Z"}}}