Support Technician Tier II

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