Job Details

Description

As a Tier 2 Help Desk Agent, you will play a pivotal role in delivering top-tier support and ensuring a seamless experience for our customers.  Your expertise will be instrumental in guiding our customers through troubleshooting steps for their network issues, addressing internet-related concerns on customers' devices, and effectively resolving network equipment issues.

PRIMARY RESPONSIBILITIES

• Address network, device (e.g., laptops, cell phones, tablets, TVs, game consoles), and equipment issues, resolving them effectively.
• Accurately assess whether Tier I support tickets should be dispatched or escalated to Tier III for additional assistance. 
• Conduct remote troubleshooting for network-related problems. 
• Identify access points and evaluate their functionality, including heartbeats and the number of users. 
• Determine the necessity of rebooting wireless access points to resolve connection issues. 
• Utilize MAC addresses to ascertain the connection status of devices. 
• Resolve cable and video-related issues. 
• Reboot POE injectors, wireless access points, receiver racks, and other devices managed by the remote power controller. 
• Rectify video and programming problems on Dish Smart Boxes. 
• Handle matters escalated from property staff. 
• Perform other duties as assigned.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Possession of a High School Diploma or GED. 
• Proficiency in network and wireless troubleshooting. 
• More than 2 years of experience in customer service. 
• Over 1 year of technical support experience. 
• Strong written and oral communication skills. 
• Exceptional telephone etiquette. 
• Detailed documentation capabilities. 
• Strong technical troubleshooting skills 
• Exceptional problem-solving abilities 
• A genuine passion for helping others 
• Effective communication skills 
• A desire to be an integral part of a dynamic and supportive team 
• Familiarity with Ruckus, Juniper, and Cambium Access Points. 
• Experience with Zendesk or another ticketing system. 
• Previous work experience with an Internet Service Provider (ISP). 

Qualifications