Technical Support Technician
On-sitePhelps, New York, United States
Job Summary
Answer incoming customer repair calls and troubleshoot Wi-Fi, VoIP, and small business account issues as the first point of contact for technical support. Clearly document all interactions via the trouble ticketing system while communicating complex technical problems in an easy-to-understand manner. Proactively monitor in-service systems, perform customer callbacks, resolve order escalations, and handle new installations for data and voice services. This role reports to the NOC Manager within the Network Operations Center, requiring proficiency in Microsoft Office and strong organizational skills. Training occurs Monday through Friday, followed by Tuesday-Saturday or Wednesday-Saturday shifts.
Required Qualifications
- Associate Degree in Information Technology preferred with at least 2 years' experience in a Technical Support role
- Post-secondary education in a related field or equivalent work experience
- Strong project management and organizational skills
- Excellent interpersonal, relationship, and communication skills (written and oral)
- Understanding of network technology industry and terminology
- Ability to work in a fast-paced environment and multi-task proficiently
- Ability to navigate a number of systems for outside plant, customer management, back-office support, etc.
- Ability to resolve order issues and handle escalations
- Tuesday-Saturday (8-hour shifts) or Wednesday -Saturday (10-hour shifts)
- Monday-Friday training availability
Desired Qualifications
- Proficiency in the use of Microsoft Office applications
- Level II troubleshooting and technical assistance experience
- Wi-Fi troubleshooting experience
- VoIP troubleshooting experience
- New installation setup experience – data and/or voice
- Customer complaint resolution experience
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