Service & Support Group Technician I

Job Title: Service and Support Technician I
Job Classification under FLSA: Nonexempt
Reports To: Service and Support Manager

Job Summary and Objectives: 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.

Essential Job Functions:
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.

Competencies:
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.

Physical and Mental Requirements: 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.

Certification/License Requirements: Current driver's license

Work Environment: Office environment. Moderate noise level.

Education: High School Diploma

Other duties may be assigned at the discretion of management based on the needs of the business.