Technical Support Representative

GoNetspeed; City of Rochester (NY); On-site; USD 27,552 - 34,440; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Employee assistance program

Employee discount

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Referral program

Vision insurance

Job summary

GoNetspeed is looking for a Technical Support Technician to be a key member of the Network Operations Center. You will handle Level I (and some Level II) troubleshooting for Wi‑Fi, PON networks, Internet and VoIP, reporting to the NOC Manager and coordinating with other groups as needed.

Ideal candidates have an Associate Degree in IT or equivalent experience, with strong Microsoft Office skills, excellent communication, and the ability to manage multiple tasks in a fast-paced environment.

Qualifications

• Associate Degree in Information Technology preferred, with at least 2 years in a Technical Support role.
• Proficiency in Microsoft Office applications.
• Strong project management and organizational skills are essential.
• Excellent interpersonal, written and oral communication skills.
• Understanding of network technology industry and terminology.

Responsibilities

• Clearly documenting all calls via our trouble ticketing system.
• Communicating complex technical issues to customers in an easy-to-understand manner.
• Respond professionally to customers and support small business accounts.
• Proactively monitor all in-service systems and respond to major events.
• Ability to work in a fast-paced environment and multi-task proficiently.
• Be the first point of contact for customer repair calls and troubleshoot Wi‑Fi/VoIP issues.

Skills

Microsoft Office

Project management

Communication skills

Networking concepts

Education

Associate Degree in Information Technology

Job description

Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesn’t wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and building for the future.

And we believe that our amazing team of employees are the key to our future and vision of connecting communities for today and for whatever comes next. If this excites you, come and join our team.

The Technical Support Technician position will be a key position within GoNetspeed's Network Operations Center. This candidate will be responsible for providing Level I and potentially some Level II troubleshooting and technical assistance in the areas of Wi‑Fi, PON Networks, Internet and VoIP. This person will directly report to the NOC Manager and will interface with the other work groups as needed.

Essential Job Functions

• Clearly documenting all calls via our trouble ticketing system.
• Communicating complex technical issues to customers in an easy-to-understand manner.
• Respond professionally and proficiently to customers.
• Perform customer callbacks as appropriate and small business customer support.
• Proactively monitor all in-service systems and respond to major events appropriately.
• Ability to work in a fast-paced environment and multi-task proficiently.

Level I Support

• Answer incoming customer repair calls.
• Be the first point of contact for our customers concerning technical / small business account support.
• Troubleshoot with customers.
• Troubleshoot Wi‑Fi and VoIP related issues.
• New installation setup – data and/or voice.
• Resolve customer complaints of any type.
• Ability to navigate a number of systems for outside plant, customer management, back-office support, etc.
• Ability to resolve order issues and handle escalations.

Preferred Skills

• Post‑secondary education in a related field or equivalent work experience preferred.
• Proficiency in the use of Microsoft Office applications.
• Strong project management and organizational skills are essential.
• Excellent interpersonal, relationship, and communication skills (written and oral).
• Understanding of network technology industry and terminology.

Education and Experience

Associate Degree in Information Technology preferred with at least 2 years' experience in a Technical Support role.

Compensation

$20 - $25 an hour

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Equal Opportunity Employer

GoNetspeed is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity, color, race, creed, national origin, religious persuasion, marital status, political belief, or disability.