Business Technical Support I: Networking & IT Troubleshooter

Spectrum Business; Orlando (FL); On-site; USD 55,000 - 85,000; Full time

Job summary

Spectrum Business is seeking a results-oriented Business Technical Support agent to be the primary contact for mid and large business clients. You’ll manage communications and escalations for Spectrum’s data, voice, video, and managed services, coordinating fixes with internal and external teams.

You will troubleshoot WAN/LAN, fiber, voice technologies, and large corporate hardware/software environments, maintaining accurate records and providing timely updates during service-impacting events.

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/training with 0–1 years related experience.
• 0–1+ years experience with Fiber Internet Access, Ethernet, Unified Communications, Trunking, Managed Network/Services, TV or WiFi.

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, meeting quality and productivity benchmarks.
• Document technical issues in Spectrum’s systems and coordinate fixes with internal and external teams.
• Troubleshoot incidents involving WAN/LAN topologies, fiber and voice technologies in large corporate environments.
• Advocate for client issues, track escalations and provide timely updates during service-impacting events.

Skills

English fluency

Client service

Network troubleshooting

Issue isolation

Procedural discipline

Technical aptitude

Network knowledge

Windows/MS Office

Coax & fiber tech

Education

Bachelor’s or Associate degree in a technical field

Tools

Windows OS

CWDM equipment

Networking tools

Job description

Spectrum Business is seeking a results-oriented Business Technical Support agent to be the primary contact for mid and large business clients. You’ll manage communications and escalations for Spectrum’s data, voice, video, and managed services, coordinating fixes with internal and external teams.

You will troubleshoot WAN/LAN, fiber, voice technologies, and large corporate hardware/software environments, maintaining accurate records and providing timely updates during service-impacting events.