Support Technician

Technical Support Tier 1 under general supervision will provide technical software, hardware and network problem resolution for Dobson Residential voice and internet users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. The Tier 1 Support Techs work within the Dobson ticketing system to create detailed work logs and technical documentation in resolving customer issues.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Identify and interpret customer needs and determine appropriate action.
• Perform Support for a variety of DSL/FTTH/VOICE 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 Support Team Members to resolve reported trouble incidents and ensure timely resolution.
• Monitor open trouble incidents and ensure timely resolution.
• Manage field service technicians through resolution of customer trouble ticket.
• Identify problems and risk areas and be able to advise management of actions required to mitigate their impact.
• Notify Tier 2 Support of any potential problems or areas of concern.
• Participate in the on-call rotation as agreed by the Support Team.
• Other duties as assigned.
• Collaborate with business stakeholders to gather requirements, provide technical expertise, and recommend best practices.
• 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/Tech Support position.
• Working knowledge of various operating systems, routers, and customer premise equipment.

DESIRED

QUALIFICATIONS:

• Microsoft, A+, or MCP certification
• Cisco CCNA certification

SPECIAL REQUIREMENTS:

• Flexible Shift Schedule
• On Call Rotation
• Positive Mental Attitude