Tier 2 - Technical Support

Position Purpose/Summary

The Tier 2- Technical Support Provides basic remote network surveillance and first tier trouble shooting in a 24/7hr environment which may require shifts outside of standard business hours. Tests, locates and repairs semi-complex equipment problems. Performs basic configuration and fault management for wide array of platforms in the network including but not limited to different types of Calix nodes, Meta voice switching platform, and an assortment of adjunct and peripheral systems, and transport.  

Primary Duties & Responsibilities 

1. Works as part of a cross-functional team to conduct routine remote surveillance and tier 1 maintenance. activities for all network nodes in his/her area of responsibility. 
2. Creates and responds to trouble tickets by either conducting restoration efforts or dispatching the appropriate personnel.
3. Answer inbound calls from a variety of client organizations and external groups to perform support.
4. Contact customers to help resolve cases, provide product or service information, and/or schedule on-site repairs.
5. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency in company values and organizational requirements.
6. Provide second-level technical support to consumers and business customers on all products and services provided by Fastwyre.
7. Performing all other duties and responsibilities as assigned. 

Knowledge, Abilities, & Skills for Success 

1. Effectively communicate in a positive and professional manner through written and verbal communications in all interfaces with customers/public, fellow employees, and vendors.
2. Ability to use appropriate computer programs (including, but not limited to, Microsoft Office Suite) which includes having proficient computer skills and the ability to adapt and learn as programs and processes change.
3. Ability to work as a team member and exert initiative to work independently to reach a goal.
4. Ability to embrace change in the workplace while encouraging others to seek innovative approaches.
5. Ability to function effectively as a team player.
6. Knowledge of and the ability to comply with Company’s Customer Proprietary Network Information (CPNI) regulations and procedures.
7. Ability to work a flexible work schedule, as needed, to best serve our customers.

Qualifications 

At a minimum, the Tier 2 – Technical Support role requires a High School Diploma/GED and 2-4years experience in a technical role with basic level of knowledge of telecommunication networks. 

Physical Demands  

Select one the following for the each of the items listed below: 

• N (Not Applicable) – Activity is not applicable to this occupation.
• O (Occasionally) – Occupation requires this activity up to 33% of the time or 0 – 2.5 hours/day.
• F (Frequently) – Occupation requires this activity from 33%–66% of the time or 2.5–5.5 hours/day.
• C (Constantly) – Occupation requires this activity more than 66% of the time or 5.5 hours/day.

 StandingN☐O☒F☐C☐ 

Walking N☐O☒F☐C☐ 

Sitting N☐O☐F☒C☐ 

Reach Outward N☐O☐F☒C☐ 

Reach Above Shoulder N☒O☐F☐C☐  

Keyboarding N☐O☐F☐C☒  

Hearing N☐O☐F☐C☒  

Perceiving N☐O☐F☐C☒  

Communicating N☐O☐F☐C☒  

Distinguish Colors N☐O☐F☒C☐  

Lift/Carry: