What are the responsibilities and job description for the Support Technician Tier II (On-Site) position at Dobson Fiber?
The Technical Support Tier 2 under general supervision, provide technical software, hardware and network configuration and support for voice and internet services across Dobson's family of product offerings using step by step solutions in a call center environment. The Tier 2 Support Techs work within the Dobson operating system to create detailed work logs and technical documentation in resolving customer trouble issues and configuring new services for a rapidly growing customer base.
RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
- Provide Advance trouble-shooting support for Tier 1 escalations of a variety of DSL/FTTH/FTTB/VOICE/VOIP solutions.
- Work with and train Tier 1 Support Techs in advancing troubleshooting skills and knowledge of Dobson products and offerings.
- Manage field service technicians through resolution of customer trouble tickets and installations.
- Provision, test, and turn up all service requests for new or modified services as they are required.
- Monitor open trouble incidents and ensure timely resolution.
- Manage field service technicians through resolution of customer trouble ticket.
- Identify problems and risk areas and be able to advise management of actions required to mitigate their impact.
- Notify management of major network outages and resolutions.
- Participate in the on-call rotation as agreed by the Support Team.
- Other duties as assigned.
QUALIFICATIONS INCLUDE:
- High School, Vocational, or applicable short course diploma.
- 3 to 5 years of experience working in a Help Desk/Tech Support position.
- Working knowledge of various operating systems, routers, and network elements.
- Ability to perform basic system administration functions to assist network engineers with day-to-day maintenance.
DESIRED QUALIFICATIONS:
- Microsoft, A , or MCP certification
- Cisco CCNA certification
SPECIAL REQUIREMENTS:
- Flexible Shift Schedule
- On Call Rotation
- Positive Mental Attitude
