Tier 1 Tech Support — DSL/Voice & Internet (Flexible Shift)

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

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