Technical Support Technician

GoNetspeed; City of Rochester (NY); On-site; USD 28,000 - 34,000; Full time

Job summary

GoNetspeed, based in Rochester, NY, is seeking a Technical Support Technician to support Level I/II troubleshooting for voice, transport, and IP networks in a busy Network Operations Center. You will document calls, communicate complex issues clearly, and assist both residential and small business customers.

Ideal candidates have an Associates degree or equivalent experience, plus 1–3 years in telecommunications, with strong Excel/Word/Visio skills. This on-site role pays $20–$25/hour.

Qualifications

• Associates degree or equivalent experience plus one to three years telecommunications experience.
• Experience troubleshooting Dialup, transport, voice-switched services or IP network technology.
• Proficiency with Microsoft Excel, Word, Access, and Visio.
• Ability to communicate professionally with customers and colleagues.
• Strong prioritization and multitasking in a fast-paced environment.

Responsibilities

• Document all calls via the ticketing system.
• Answer incoming repair calls and be the first point of contact for customers.
• Set up new installations for data and/or voice.
• Monitor in-service systems and respond to major events.
• Provide small business customer support.

Skills

Dialup troubleshooting

IP network technology

Customer communication

Small business support

Multitasking

Education

Associates degree or equivalent experience

Tools

Excel

Word

Visio

WAN/LAN

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.

Technical Support Technician position will be a key position within GoNetspeed's Network Operations Center. This person will be responsible for providing Level I and potentially some Level II troubleshooting and technical assistance in the areas of our voice-switched, optical transport and Internet and IP based networks for both our ILEC and CLEC operations. This person will directly report to the Technical Support Manager and will interface with the other work groups as needed.

Essential Job Functions:

Basic overall:

Clearly documenting ALL calls via our Ticketing System.

Communicating complex technical issues to customers in an easy-to-understand manner.

Respond professionally and proficiently to internal and external customers.

Perform customer call backs 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.

Perform duties as ILEC and CLEC Dispatcher.

New installation setup – data and/or voice.

Resolve customer complaints of any type.

Trouble ticket processing data and voice customers.

Knowledge, Skills, and Abilities:

Experience in troubleshooting at least one of Dialup internet, support Transport and Voice-switched services or IP Network technology.

Experience in Microsoft Excel, Word, Access, Visio and WAN/LAN technology is preferred.

Knowledge of telecommunications technology, products and services.

Must have strong self-motivational skills as well as possess administration, coordination and prioritization abilities.

Skill in operating various office equipment such as personal computer and telephone systems.

Skill in identifying and resolving subscriber problems.

Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner.

Ability to organize and prioritize multiple work assignments in a fast-paced, changing environment is also necessary.

Ability to pay close attention to detail.

Education and Experience:

Associates degree or equivalent experience plus one to three years telecommunications experience.

$20 - $25 an hour

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.

Thank you for choosing GoNetspeed as your potential next employer! We know you have other options when selecting an employer of choice and are so glad you chose to apply with us.