Help Desk Coordinator II
RealPage, Inc.•Columbia, SC
•$18 - $30•Onsite
About The Position
WhiteSky Communications is seeking a dedicated Tier 2 Help Desk Agent for their Tuscaloosa, Alabama location. WhiteSky Communications is a provider of Internet and video services for student housing, luxury apartments, adult living, and assisted living. As a Tier 2 Help Desk Agent, you will be responsible for providing excellent support to customers, guiding them through troubleshooting network issues, addressing internet-related concerns on customer devices, and resolving network equipment problems.
Requirements
- High School Diploma or GED.
- Proficiency in network and wireless troubleshooting.
- More than 2 years of experience in customer service.
- Over 1 year of technical support experience.
- Strong written and oral communication skills.
- Exceptional telephone etiquette.
- Detailed documentation capabilities.
- Strong technical troubleshooting skills.
- Exceptional problem-solving abilities.
- A genuine passion for helping others.
- Effective communication skills.
- A desire to be an integral part of a dynamic and supportive team.
Nice To Haves
- Familiarity with Ruckus, Juniper, and Cambium Access Points.
- Experience with Zendesk or another ticketing system.
- Previous work experience with an Internet Service Provider (ISP).
Responsibilities
- Address network, device (e.g., laptops, cell phones, tablets, TVs, game consoles), and equipment issues, resolving them effectively.
- Accurately assess whether Tier I support tickets should be dispatched or escalated to Tier III for additional assistance.
- Conduct remote troubleshooting for network-related problems.
- Identify access points and evaluate their functionality, including heartbeats and the number of users.
- Determine the necessity of rebooting wireless access points to resolve connection issues.
- Utilize MAC addresses to ascertain the connection status of devices.
- Resolve cable and video-related issues.
- Reboot POE injectors, wireless access points, receiver racks, and other devices managed by the remote power controller.
- Rectify video and programming problems on Dish Smart Boxes.
- Handle matters escalated from property staff.
- Perform other duties as assigned.
Benefits
- Health, dental, and vision insurance.
- Retirement savings plan with company match.
- Paid time off and holidays.
- Professional development opportunities.
- Performance-based bonus based on position.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
