Tier 2 Technician

StratusIQ is a premier provider of High-Speed Data, Video Streaming, and Voice services in Colorado Springs and surrounding areas. StratusIQ focuses on Fiber to the Home infrastructure for residential communities but also provides communication services for residential and commercial customers over a variety of infrastructures and platforms. We serve our customers with some of the highest data speeds in the state up to 10 gig speeds.

Position Title: Tier 2 Technician

Reports to: Tier 2 Team Lead

General Description: Provide professional technical service support and office IT Support for a fast-paced telecom environment.

Key Responsibilities:

• Handle inbound technical support customer requests via phone, help desk & email.
• Handle in-person technical service requests when needed.
• Follow policies and procedures.
• Properly troubleshoot technical issues.
• Take ownership of customer requests and properly escalate within the organization.
• Support migration and conversion projects with customer notifications.
• Support field technicians with equipment lookup, troubleshooting and provisioning.
• Assist with updating of procedures and policies in Technical Support Center.
• Assist with communicating needs of the Technical Support center to management.
• Be an advocate for technical support throughout the company.
• Participate in on-call rotation.
• Assist with other projects and business needs as required.

Skills and Attributes:

• Excellent written and verbal communication.
• Ability to work as a team and individually.
• Demonstrates a positive attitude and good judgment.
• Able to handle multi-tasks and pressure situations.
• Knowledge of all telecom services and equipment.

Required Qualifications:

· Associate’s degree or post high school training preferred.

· 3+ years’ experience in customer service.

· 3+ years’ experience in Telecommunications industry.

Benefits:

• 401(k) matching
• Employee Stock Plan
• Paid time off
• Company Holidays
• Performance Bonus Programs
• Health insurance
• Dental insurance
• Life insurance
• Vision insurance

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Ability to Commute:

• Colorado Springs, CO 80909 (Required)

Ability to Relocate:

• Colorado Springs, CO 80909: Relocate before starting work (Required)

Work Location: In person