Technical Support Technician

Job description

Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesn’t wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and building for the future. And we believe that our amazing team of employees are the key to our future and vision of connecting communities for today and for whatever comes next. If this excites you, come and join our team. The Technical Support Technician position will be a key position within GoNetspeed's Network Operations Center. This candidate will be responsible for providing Level I and potentially some Level II troubleshooting and technical assistance in the areas of Wi-Fi, PON Networks, Internet and VoIP. This person will directly report to the NOC Manager and will interface with the other work groups as needed. After completing 2-3 weeks of training Monday-Friday, the shift options are either Tuesday-Saturday (8-hour shifts) or Wednesday -Saturday (10-hour shifts). Essential Job Functions: Clearly documenting all calls via our trouble ticketing system. Communicating complex technical issues to customers in an easy-to-understand manner. Respond professionally and proficiently to customers. Perform customer call backs as appropriate and small business customer support. Proactively monitor all in-service systems and respond to major events appropriately. Ability to work in a fast-paced environment and multi-task proficiently. Level I Support: Answer incoming customer repair calls. Be the first point of contact for our customers concerning technical / small business account support. Troubleshoot with customers. Troubleshoot Wi-Fi and VoIP related issues. New installation setup – data and/or voice. Resolve customer complaints of any type. Ability to navigate a number of systems for outside plant, customer management, back-office support, etc. Ability to resolve order issues and handle escalations. Preferred Skills: Post-secondary education in a related field or equivalent work experience preferred. Proficiency in the use of Microsoft Office applications. Strong project management and organizational skills are essential. Excellent interpersonal, relationship, and communication skills (written and oral). Understanding of network technology industry and terminology. Education and Experience: Associate Degree in Information Technology preferred with at least 2 years' experience in a Technical Support role.