Technical Support Technician
Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesn’t wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and building for the future.
And we believe that our amazing team of employees are the key to our future and vision of connecting communities for today and for whatever comes next. If this excites you, come and join our team.
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).
Essential Job Functions:
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.
Level I Support:
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.
Preferred Skills:
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.
Education and Experience:
Associate Degree in Information Technology preferred with at least 2 years' experience in a Technical Support role.
GoNetspeed is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity, color, race, creed, national origin, religious persuasion, marital status, political belief, or disability.
Thank you for choosing GoNetspeed as your potential next employer! We know you have other options when selecting an employer of choice and are so glad you chose to apply with us.
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
At GoNetspeed, we're all about connectivity and making sure that communities are connected in the fastest and most reliable way possible. If you're passionate about helping others and have a knack for technology, the Technical Support Technician position could be the perfect fit for you! Based in the charming town of Phelps, New York, you'll play a crucial role in our Network Operations Center. As a Technical Support Technician, you'll provide top-notch Level I and some Level II support to our customers, assisting them with issues related to Wi-Fi, VoIP, and PON Networks. You'll love the dynamic environment, as you'll get to handle incoming customer repair calls, troubleshoot complex issues, and guide our valued clients through technical problems in a friendly and easy-to-understand manner. With an excellent support system from our NOC Manager and other teams, you will thrive in a collaborative space. After a comprehensive training program, you'll have flexible shift options that cater to your lifestyle. We are looking for someone with a background in Information Technology, preferably with an Associate Degree and experience in technical support. Our ideal candidate possesses strong communication skills and a team-oriented attitude. Plus, at GoNetspeed, we value our employees and offer a competitive salary along with a robust benefits package. If this sounds like an exciting opportunity to join a dedicated team, we would love to have you on board to help us connect communities today and for the future!
By
GoNetspeed
Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesn’t wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and bui...
32 jobs
Subscribe to Rise newsletter
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
Sign up for our weekly
newsletter of fresh jobs
