Business Tech Support & Networking Specialist

FOCUS Broadband

North Carolina

On-site

USD 40,000 - 65,000

Full time

10 days ago

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Benefits offered by this job

401k with company match

On-site clinic

Wellness program

Tuition reimbursement

Generous PTO & paid holidays

Medical, Dental, and Vision coverage

Job summary

FOCUS Broadband is seeking a Business Technical Support Specialist to provide in-office and remote technical support for business customers. You will diagnose service and equipment issues, coordinate on-site visits when needed, and document activity in our trouble management system.

You will support Business Services Group installations by programming and configuring network equipment, including hosted phones, routers, and switches, while communicating clearly with customers and internal teams.

Qualifications

High school diploma or equivalent required; an associate degree in a related field preferred.
CompTIA Network+ certification preferred at time of hire and must be maintained within 12 months of employment.
2–3 years of technical support, service coordination, dispatching, or related experience preferred.
2–3 years of call center experience preferred.
2–3 years of working with ticketing software preferred.
Must have and maintain a valid driver's license.

Responsibilities

Respond to business customer requests by phone, email, and other channels; provide remote support to resolve issues and minimize on-site visits.
Troubleshoot FOCUS Broadband business services including broadband, managed routers, switches, wireless networks, IP‑PBX phones and equipment, and related services.
Use remote desktop and diagnostic tools to identify problems, determine resolutions, and assist customers with implementation of solutions.
Create, update, prioritize, and route tickets to BSG technicians, IT Support, and other departments; monitor ticket progress.
Maintain detailed records of customer issues and resolutions.
Review service orders and process post-installation changes for billing accuracy.
Manage multiple issues in a fast-paced environment with interruptions.
Program and configure business network equipment for BSG and IT installations.
Communicate clearly and professionally with customers and colleagues in writing and verbally.
Attend safety trainings and maintain a safe work environment.
Participate in ongoing professional learning and development.