Service & Support Group Technician I

MBO / Cross • Mannford, OK

41d • Onsite

About The Position

The Service and Support Technician will assist with the day-to-day operations supporting end users in telephone, DSL, fiber broadband, wireless mobility, and fixed wireless services.

Requirements

• Confidence working with Windows Operating Systems, MAC OS, IOS, Apple IOS, Android.
• Knowledge of networking and the TCP/IP stack.
• Strong written and oral communication.
• Service and support Technicians must have strong troubleshooting skills, the ability to adapt to new situations and basic mathematics.
• Occasionally lifts and carries objects up to 50lbs.
• Current driver's license
• High School Diploma

Responsibilities

• Identifying the source of problems while working with end-users via the telephone, electronic mail or in-person. Becomes proficient in trouble shooting all services using the systems and tools available to SSG.
• Ensure the timely escalation of customer problems by documenting problem details and methods taken to resolve the problem, customer impacts, and assigning the appropriate severity levels.
• Responsible for entering calls into a remedy ticketing system.
• Research and diagnose technical questions, relaying answers or solution to user.
• Creates and updates call-tracking system.
• Documents and updates each call in system.
• Acts as liaison between end-users, technical support staff, and management.
• Providing excellent customer service by following the company’s customer service standards. Ownership, Professionalism, Troubleshooting, keeping customers informed and providing customers with an experience beyond their expectation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED