What are the responsibilities and job description for the Technical Support Specialist II position at 110 Alaska Communications Systems Holdings, Inc.?
At Alaska Communications, we’re committed to putting our team first, always being customer focused, having a can-do attitude, owning our results and always acting with integrity. This is what we hire for and what our team members exhibit each day. Want to make an impact with us?
This is an on-going posting. Applications will be reviewed year-round for this position and filled as vacancies become available. Please note you may not be contacted immediately. Applications will be actively reviewed for all current and future openings.
Primary Duty
Support internal and external customers with applications, software, and/or hardware.
Examples of Job Duties
Submit and monitor regular production jobs e.g. Bill cycles, monthly operational reports.
Answer calls, conduct initial triage and open tickets.
Plan, schedule, create, maintain and document (ROBOT) scheduled production jobs.
Notify appropriate contact of system outages or degradation.
Run diagnostics on servers. Perform other duties as assigned.
Respond to trouble tickets generated by Help Desk staff to assist internal users with PC related problems.
Answer and troubleshoot internal customer calls to the Help Desk.
Install software.
Provide excellent technical and customer service by answering & troubleshooting customer calls and/or via online chat.
Provide technical assistance to help customers resolve Internet, wireless, and phone issues.
Use ticketing system to establish customer account trouble history.
Create new tickets to document troubleshooting steps taken to resolve customer issues.
Meet or exceed service level agreements that will provide an outstanding customer experience.
Work other queue assignments and special projects as assigned, to be accomplished while tech is between customer calls.
Monitor assigned queues.
Perform other duties as assigned.
Minimum Qualifications
Minimum Education and Experience Required
High School Diploma or equivalent and a minimum of two years' experience working with PC’s. Basic knowledge of PC software and Microsoft office.
Preferred Qualifications
One Year of experience in the field of Internet Technical Support.
Additional Job Requirements
External applicants must successfully pass a pre-employment suitability assessment and drug test.
We hope you’ll join us as we change lives through technology.
