What are the responsibilities and job description for the Technical Support position at FirstDigital Telecom?
Come join our technical support team. We are transforming our culture and are looking for next level talent to help us continue the positive momentum we have created. Our Technical Support team works closely with our Customer Service and engineering teams in the resolution of internet and voice related issues. In this role, you will also act as a second level of support for outside technical groups who install and resolve on site issues as well.
We work in a fast paced, collaborative environment. Those that enjoy solving problems and thrive with learning how to resolve new challenges will enjoy this opportunity.
Responsibilities include:
- Answering calls and working customer issues in our ticketing system.
- Resolving trouble tickets and communicating the progress to customers and key stakeholders.
- Pulling system usage reports as requested
- Monitoring customer equipment and responding accordingly to alerts and outages.
- Provide support for engineering group during outages and maintenance activities.
- Provision new fiber portal devices, IVRs, Auto attendants.
- Escalate issues with other teams or carriers.
- Assist in training other groups on basic industry standards.
Desired experience and attributes:
- Basic understanding of Networking (Preferred).
- 1 year of experience in related position (Preferred).
- Basic understanding of SIP call flows (Preferred).
- Basic understanding of Voice Services (Preferred).
- Basic TCP/IP understanding (Preferred).
- Able to use Wireshark and other VoIP related tools.
- Excellent oral and written communication skills (Required).
- Able to work independently and efficiently meet deadlines (Required).
- An aptitude for owning a situation through to the end.
- Ability to handle escalated situations and turn them around.
- Must be self-starter, self-motivated, detail oriented and organized.
- Must be able to work well with other groups.
- Strong analytical, technical and logical thinking skills.
- Ability to multitask and prioritize competing items.
- Rotational on call schedule within the group.
Experience required:
At least 1 years actual experience in one or more areas:
- IP addressing/subnetting.
- Data network troubleshooting.
- Voice experience.
- Technical Support position troubleshooting similar applications or new technology.
We are an Equal Opportunity Employer and participate in E-Verify.
Job Type: Full-time
Pay: $36,000.00 - $42,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance
Work Location: In person
Salary : $36,000 - $42,000