24/7 Technical Support Specialist – Network & Field Liaison

Matanuska-Susitna Borough; Palmer (AK); On-site; USD 52,000 - 68,000; Full time

Job summary

Matanuska-Susitna Borough seeks a Technical Support Agent to be the first contact for member issues and inquiries regarding MTA Internet services, including DSL, email, totalWiFi and MTA Shield.

In a fast-paced 24-hour call center, you will troubleshoot network problems, schedule Field Support Technicians, and coordinate across departments while supporting customer-owned equipment. Strong communication and problem solving are essential.

Qualifications

• Six months experience in Support Center environment preferred.

Responsibilities

• Provide professional, courteous, prompt, and accurate support to customers.
• Documents, communicates, analyzes, and troubleshoots reported problems.
• Respond to user questions via telephone, email, web or other methods.
• Monitor, follow up and communicate information to customers as appropriate.
• Provide coaching and mentoring for new hire agents to develop skills.
• Support and review Wi-Fi issues in customer premises and mitigate service issues.
• Provide managed support, troubleshooting and service configurations for MTA equipment.
• Utilize remote desktop and other tools to analyze and resolve issues.
• Enter, assign and monitor issues in the online Trouble Ticket System.
• Maintain familiarity with MTA products and services to aid analysis and sales processes.
• Support all Field Support Technicians.
• Refer unresolved issues to Dispatch Triage.
• Update knowledge base with findings.
• Identify email issues and coordinate with NeoNova Systems.
• Monitor trends and report outages to relevant teams.
• Maintain professional demeanor at events.
• Perform other duties as assigned.

Skills

Customer support

Troubleshooting

Communication

Networking basics

Education

High School Diploma or GED

IT Degree preferred

IT Certifications (MTA/ITF/A+/Net+/MCP/MCSE/CCNA) preferred

Tools

Trouble Ticket System

Remote Desktop

MTA application tools

Job description

Matanuska-Susitna Borough seeks a Technical Support Agent to be the first contact for member issues and inquiries regarding MTA Internet services, including DSL, email, totalWiFi and MTA Shield.

In a fast-paced 24-hour call center, you will troubleshoot network problems, schedule Field Support Technicians, and coordinate across departments while supporting customer-owned equipment. Strong communication and problem solving are essential.