Career Opportunities

Repair Helpdesk Technician

Work in a 24x7 customer support environment supporting customers on various services including VoIP, Data, and Voice product sets. This support includes accepting and processing service issues received directly from end user customers. It also includes proactive network surveillance and follow up to resolution with various suppliers and vendors.

Chief Duties Include:

• Create call tickets in support management system. Verify customer information, equipment configuration, installation parameters, and problem details. Ensures problem description, pertinent information, and resolution is documented in notes
• Responsible for technically and administratively managing service trouble tickets reported to the Support Center and turn-up of new services, working in a multi-vendor/multi-technology environment.
• Responsible for monitoring network and management systems performance by identifying customer traffic and customer impacting system problems.
• Responsible for provisioning and troubleshooting of various voice and data products.
• Analyze complex equipment problems and provide recommendations and coordination of repairs or replacement of associated faulty equipment.
• Responsible for providing proactive notifications to customers on planned work that may impact their services.
• Responsible for completing any associated task required to support services provided by the center in support of our customers.
• Provide technical guidance to lesser experienced employees and field services. Follow up on open Call Tickets assigned and return calls to customers to verify completion or resolution
• Advise management on issues identified through technical support calls.
• Solve or assist help desk representatives in solving non-routine or complex systems issues and procedure problems.

Targeted qualifications for the ideal candidate:
Solid working knowledge of dedicated voice, VoIP telephony, and data experience is required
Strong diagnostic/troubleshooting skills
Solid understanding of phone systems and components.
Must be highly proficient in dealing with customers at all levels
Basic knowledge of Cisco router configuration and IP routing desirable.