Professionally answer incoming technical support calls, and troubleshooting technical situations using a vast array of tools. Utilize investigative and deductive skills to gather information about issues, analyze and then execute on that information. Answer and resolve inbound email support requests in a timely manner. Maintains technical information held within our customer database to ensure that information pertaining to customers is up to date, to better guarantee accurate support. Maintain and improve technical knowledge base to improve process and departmental efficacy. Configuring equipment to be used at customer locations to deliver state of the art Internet solutions. Communicate with vendors to help resolve circuit and hardware issues. Document customer correspondences in a clear and easy to read format. Provide assistance on special projects and various other administrative duties as needed.

Requirements

• Experience in a technical support/help desk environment Supporting internet connectivity, networking, VoIP, and WiFi.
• CompTIA Net Certification or equivalent
• Working knowledge with the following platforms: Ubiquiti, Cisco, MikroTik, Fortinet
• Working knowledge of RF theory and best practice.
• Proven professional communication skills (both spoken and written) and ability to communicate in difficult circumstances.
• Typing aptitude required. Working knowledge of MSOffice product suite: Word, Excel, Outlook, etc.
• The ability to work in a dynamic, collaborative environment
• A high school diploma (or equivalent) Higher education preferred. A professional appearance and positive attitude