Technical Support Technician

GoNetspeed • Phelps, NY

4d • Onsite

About The Position

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).

Requirements

• Associate Degree in Information Technology preferred with at least 2 years' experience in a Technical Support role.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree