Business Tech Support - Networks & Connectivity

Spectrum Business; Orlando (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

Spectrum is seeking a Business Technical Support agent to serve mid and large business clients, resolving issues across data, voice, video and managed services. You will coordinate fixes with internal and external teams and document technical issues in Spectrum’s systems.

You will troubleshoot WAN/LAN, fiber, voice technologies and oversee service-impacting events while maintaining records and escalations. A technical degree and 3–4+ years in TAC/NOC or related fields are expected.

Qualifications

• Bachelor’s or associate degree in a technical field or equivalent education and training.
• 3–4+ years technical support experience in TAC, NOC or contact center environments, or networking certification or training with 0–1 years related experience.
• 0–1+ years’ experience with Fiber Internet Access, High Speed Data, Ethernet, Managed Network/Managed Security/Managed WiFi, Trunking, Unified Communications or TV Services.
• 0–1+ years network troubleshooting in a 24x7 Operations Center.

Responsibilities

• Serve as the main point of contact for mid and large business clients, managing communications and escalations for Spectrum’s data, voice, video and managed services.
• Respond to client issues reported through phone, trouble tickets, email and portals, consistently meeting established quality and productivity benchmarks.
• Document technical issues in Spectrum’s systems and coordinate fixes with internal and external teams.
• Support clients on network technologies including Fiber Internet Access, Ethernet, Unified Communications, Trunking, TV, Managed Network, Managed Security and Managed WiFi.
• Troubleshoot incidents involving WAN/LAN topologies, fiber and voice technologies, plus large corporate hardware and software environments.
• Maintain accurate client records in relevant tools and systems.
• Advocate for client issues, track escalations and provide timely updates during service-impacting events.

Skills

English proficiency

Customer service

Troubleshooting

Network protocols

VPN

VoIP

WiFi

Windows suite

Education

Bachelor’s or Associate degree in a technical field

Job description

Spectrum is seeking a Business Technical Support agent to serve mid and large business clients, resolving issues across data, voice, video and managed services. You will coordinate fixes with internal and external teams and document technical issues in Spectrum’s systems.

You will troubleshoot WAN/LAN, fiber, voice technologies and oversee service-impacting events while maintaining records and escalations. A technical degree and 3–4+ years in TAC/NOC or related fields are expected.