About the Position:
Daily duties and responsibilities include: Assisting internal and external customers who are experiencing any procedural or operating difficulty. Complex and/or high-priority problems are elevated to specialized support groups for resolution when needed, but the Unlimited Break-Fix Technician is responsible to ensure that an effective solution is provided to the user.
The Unlimited Break-Fix Technician position also has the following responsibilities:
- Ensure a knowledgeable, consistent, and positive experience for our customers
- Able to work with customers' field technicians and vendors via phone and/or email.
- Good work habits under pressure.
- Troubleshoot problems, answer questions, teach or instruct end customers on-site techs regarding the various questions/problems they present.
- Provide the first level of contact and create a ticket for each call.
- Update tickets with appropriate troubleshooting steps completed.
- Close tickets with resolution entered upon completion of the job.
- Follow appropriate escalation procedures.
- Determine the most effective manner to resolve customer's technical issues. Engage in research and in-depth troubleshooting to resolve technical issues.
- Consult with Specialist when necessary.
- Participate in additional training to increase knowledge and be able to assist with more complex issues
- Resolve escalated Help Desk, level 1, or Monitoring tickets in a timely manner.
- Grow your knowledge of NOC procedures and services.
- Identify and escalate situations requiring urgent attention.
- Responsible for making correct configurations on access points, switches, and gateways.
- Ability to work independently and in a team setting.
- Additional tasks as assigned by Supervisor
Requirements
- Completion of all training modules
- Knowledge of basic Networking protocols
- Previous experience in a related job field a plus
This position requires a highly-motivated individual willing to work as part of a team in an exciting, fast-paced environment. Providing excellent customer service and maintaining a high level of professionalism at all times is expected. A proven track record of punctual and consistent attendance must be provided. Flexibility in scheduling is a must; evenings and weekends.
Benefits
- Benefits by law
- Weekly payment
- Basic private medical coverage
- Life insurance
- Highly dynamic work environment
- Certifications reimbursement program
- Career path New roles to create as the area grows