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Support Technician Tier II

Dobson Fiber
Oklahoma, OK Full Time
POSTED ON 12/21/2024 CLOSED ON 2/20/2025

What are the responsibilities and job description for the Support Technician Tier II position at Dobson Fiber?

The Technical Support Tier 2 under general supervision, provide technical software, hardware and network configuration and support for voice and internet services across Dobsons family of product offerings using step by step solutions in a call center environment. The Tier 2 Support Techs work within the Dobson operating system to create detailed work logs and technical documentation in resolving customer trouble issues and configuring new services for a rapidly growing customer base.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
  • Provide Advance trouble-shooting support for Tier 1 escalations of a variety of DSL/FTTH/FTTB/VOICE/VOIP solutions.
  • Work with and train Tier 1 Support Techs in advancing troubleshooting skills and knowledge of Dobson products and offerings.
  • Manage field service technicians through resolution of customer trouble tickets and installations.
  • Provision, test, and turn up all service requests for new or modified services as they are required.
  • 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 management of major network outages and resolutions.
  • Participate in the on-call rotation as agreed by the Support Team.
  • Other duties as assigned.

QUALIFICATIONS INCLUDE:
  • High School, Vocational, or applicable short course diploma.
  • 3 to 5 years of experience working in a Help Desk/Tech Support position.
  • Working knowledge of various operating systems, routers, and network elements.
  • Ability to perform basic system administration functions to assist network engineers with day-to-day maintenance.

DESIRED QUALIFICATIONS:
  • Microsoft, A , or MCP certification
  • Cisco CCNA certification
SPECIAL REQUIREMENTS:
• Flexible Shift Schedule
• On Call Rotation
• Positive Mental Attitude

Salary : $30,600 - $38,400

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