Job description
ESSENTIAL FUNCTIONS: Under general supervision, provide technical software, hardware and network problem resolution to all Dobson Fiber customers by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. The Tier 1 NOC tech fields calls from user base and creates the initial record of the request; resolves all Level One/Level Two end-user problems over the phone; passes all Level Three requests on to a Network Technician; and follows up on the ticket to its resolution.
RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:
QUALIFICATIONS INCLUDE:
DESIRED QUALIFICATIONS:
WORKING CONDITIONS:
RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:
- Identify and interpret customer needs and determine appropriate action.
- Perform Desktop Support for a variety of DSL/FTTH/VOIP solution problems. This will require troubleshooting and in-depth telephone support to analyze and resolve reported troubles.
- Provide professional customer service skills such as positive language, communications skills, problem solving skills, flexibility, and obsessive attention to detail.
- Work with other Operations Team Members to resolve reported trouble incidents and ensure timely resolution.
- Process all service requests for new or modified services as they are required.
- Monitor open trouble incidents and ensure timely resolution.
- Identifies problems and risk areas and be able to advise management of actions required to mitigate their impact.
- Notify management of major network outages and resolutions.
- Other duties as assigned.
QUALIFICATIONS INCLUDE:
- High School, Vocational, or applicable short course diploma.
- 2 to 4 years of experience working in a Help Desk/System Support position.
- Working knowledge of various operating systems, routers, and network elements.
- Ability to perform basic system administration functions to assist network engineers with day-to-day maintenance.
DESIRED QUALIFICATIONS:
- Microsoft, A+, or MCP certification
- Cisco CCNA certification
WORKING CONDITIONS:
- Flexible Shift Schedule.
- Ability to work on-call rotation.
- Ability to have a positive mental attitude.
- Must be able to lift and carry or otherwise move 25 pounds occasionally.
- Work is normally performed in a typical interior/office work environment.
- Visual perception to perform activities at distances close to the eyes.
- Hearing enough to understand and communicate by telephone and in person.
- Arm-hand dexterity enough to demonstrate and operate keyboards and small office equipment.
jjbodyshop.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jjbodyshop.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jjbodyshop.com is the ideal place to find your next job.