What are the responsibilities and job description for the Tier I Support Specialist position at IMU Fiber?
Job Overview
We are seeking a dedicated and skilled Tier I Support Specialist to join our dynamic team. The ideal candidate will play a crucial role in responding, investigating, and solving Tier I customer support calls and service tickets to our end users. This position requires a strong foundation in customer support, with a focus on troubleshooting and resolving issues related to Wi-Fi, TV and phone services.
Duties
- Responds, investigates, and solves Tier I customer support calls and service tickets.
- Troubleshoots and tests the performance of equipment.
- Assists in maintaining the Utility social media sites.
- Participates in rotating after hours on-call duty.
- Schedules, dispatches and assigns technicians for trouble tickets.
- Assures that all work performed meets IMU’s standards for accuracy, quality, efficiency and timeliness.
- Establishes and maintains an effective working relationship with customers, contractors, employees and public officials.
- Assures IMU’s mission, goals and objectives are fully supported and accomplished.
Qualifications
- Prior support experience that shows a progressive ability to adapt to changing technologies.
- Ability to plan, establish, and adjust working procedures and methods.
- Creative problem solving to resolve day-to-day issues.
- Ability to use electronic devices such as laptops, PCs, handhelds, cell phones, etc.
- Ability to work outside normal business hours.
- Excellent problem-solving skills with the ability to work under pressure.
- Strong communication skills, both verbal and written, to effectively assist users.
- Ability to work collaboratively in a team environment while also being self-motivated.
- A proactive approach to learning new technologies and processes.
Join us as a Tier I Support Specialist where you can make a difference by providing top-notch technical assistance while advancing your career in the IT customer support field.
Job Type: Full-time
Pay: $16.14 - $16.75 per hour
Expected hours: 40 per week
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Compensation Package:
- Holiday pay
- Hourly pay
- Overtime pay
Schedule:
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- On call
- Overtime
- Rotating weekends
Work Location: In person
Salary : $16 - $17