Support Technician I

Evolving Solution Services; Oklahoma City (OK); On-site; USD 35,000 - 55,000; Full time

Job summary

Dobson Residential is seeking a Technical Support Tier 1 specialist who will diagnose and resolve software, hardware and network issues for voice and internet customers in a call center setting. You will log detailed tickets, create documentation, support DSL/FTTH/VOICE problems, and collaborate with Tier 2 and field techs to ensure timely resolutions.

A high school diploma and 2–4 years in help desk are preferred; Microsoft/A+/MCP certifications are a plus; flexible shift and on-call rotation

Qualifications

• High School, Vocational, or applicable short course diploma.
• 2 to 4 years of experience working in a Help Desk/Tech Support position.
• Working knowledge of various operating systems, routers, and customer premise equipment.

Responsibilities

• Identify and interpret customer needs and determine appropriate action.
• Perform Support for a variety of DSL/FTTH/VOICE solution problems.
• Provide professional customer service skills such as positive language, communications skills, problem solving skills, flexibility and obsessive attention to detail.
• Work with other Support Team Members to resolve reported trouble incidents and ensure timely resolution.
• Monitor open trouble incidents and ensure timely resolution.
• Manage field service technicians through resolution of customer trouble ticket.
• Identify problems and risk areas and be able to advise management of actions required to mitigate their impact.
• Notify Tier 2 Support of any potential problems or areas of concern.
• Participate in the on-call rotation as agreed by the Support Team.
• Other duties as assigned.
• Collaborate with business stakeholders to gather requirements, provide technical expertise, and recommend best practices.

Skills

Customer service

Communication skills

Problem solving

Flexibility

Attention to detail

Education

High School Diploma

Tools

Routers

Job description

Technical Support Tier 1 under general supervision will provide technical software, hardware and network problem resolution for Dobson Residential voice and internet users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. The Tier 1 Support Techs work within the Dobson ticketing system to create detailed work logs and technical documentation in resolving customer issues.

ESSENTIAL FUNCTIONS/KEY RESPONSIBILITIES

• Identify and interpret customer needs and determine appropriate action.
• Perform Support for a variety of DSL/FTTH/VOICE solution problems. This will require troubleshooting and in-depth telephone support to analyze and resolve reported troubles.
• Provide professional customer service skills such as positive language, communications skills, problem solving skills, flexibility and obsessive attention to detail.
• Work with other Support Team Members to resolve reported trouble incidents and ensure timely resolution.
• Monitor open trouble incidents and ensure timely resolution.
• Manage field service technicians through resolution of customer trouble ticket.
• Identify problems and risk areas and be able to advise management of actions required to mitigate their impact.
• Notify Tier 2 Support of any potential problems or areas of concern.
• Participate in the on-call rotation as agreed by the Support Team.
• Other duties as assigned.
• Collaborate with business stakeholders to gather requirements, provide technical expertise, and recommend best practices.

QUALIFICATIONS

• High School, Vocational, or applicable short course diploma.
• 2 to 4 years of experience working in a Help Desk/Tech Support position.
• Working knowledge of various operating systems, routers, and customer premise equipment.

DESIRED QUALIFICATIONS:

• Microsoft, A+, or MCP certification.

SPECIAL REQUIREMENTS:

• Flexible Shift Schedule.
• On Call Rotation.

SAFETY EXPECTATIONS

• Compliance with company safety policies, PPE, safe driving, DOT requirements, etc.

ENVIRONMENTAL / WORKING CONDITIONS

• Work is primarily performed in a professional office environment.
• Occasional business travel may be required based on business needs.

PHYSICAL REQUIREMENTS

• Ability to perform the essential functions of the position with or without reasonable accommodation.
• Requires the ability to communicate effectively and utilize standard office technology and equipment.
• May require remaining in a stationary position and moving throughout the work environment as needed to perform job responsibilities.

Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.