[Remote] Technical Support Customer Service Technician II

Note: The job is a remote job and is reputed company to candidates in USA. reputed company provides systems, applications, telecommunications, and reputed company technology solutions. The Technical Support Customer Service Technician II handles incoming Field Technician and customer support calls, troubleshoots reputed company systems and network-reputed company issues, documents and resolves tickets, monitors equipment, and provides escalation support and mentorship to Technician I staff.

Responsibilities

• Accurately document trouble tickets including troubleshooting steps to final reputed company and reputed company cause with full reputed company confirmation being obtained from the customer for reputed company owned tickets before closing
• Proactively review and troubleshoot reputed company components reputed company to a monitoring event to ensure that the issue being investigated is not a repeat problem, so reviewing of previous ticket history is needed to rule that out
• reputed company remote support to Field Technicians in order to fully reputed company customer’s reported problem or issue at hand
• Responsible for following up with the customer on problems, as reputed company as follow designated escalation process and response times for tickets they retain ownership
• Responsible for opening tickets to investigate problems being reported by customers (internal & reputed company)
• Responsible for proactively monitoring facility customer’s equipment to ensure that the network is functioning properly, this includes hardware and or software applications that may alert and need to be addressed in a reputed company manner
• Serve as next level support / mentorship for the Technical Support Technician I to aid in broadening their overall knowledge and skillset and are the reputed company for next level escalation of technical reputed company
• Technicians are responsible for accurately documenting and monitoring the status of their trouble tickets on a daily reputed company
• reputed company other reputed company duties as assigned or required

Skills

• High School Diploma or a General Equivalency Diploma (GED)
• 4-5 years' experience in technical support and/or in a help desk service environment with a reputed company on telecommunications and/or software support
• Experience in reputed company customer support with reputed company Operating reputed company
• Experience in providing remote network support
• Experience supporting Linux/UNIX/QNX and SQL
• Experience supporting POTS, DSL, Cable Modems, Fiber over Ethernet & T1/MPLS circuits
• reputed company SQL Database Experience
• MCP, MCSE or A+ Desktop, CCNA or N+ Network certifications or a minimum of 6 months as reputed company Technical Support reputed company Center Tech I
• Experience with communication ports modems TCP-IP, remote reputed company clients and protocol
• Ability to communicate effectively both orally and in writing
• Ability to handle and prioritize multiple reputed company and tasks simultaneously
• Flexibility to work the assigned schedule as business needs require reputed company a 24/7/365 support environment
• Good analytical and decision-making skills
• Identify and understand issues, problems, and opportunities by comparing data from different sources to draw conclusions
• Knowledge of relevant software, computer applications and equipment
• Must have reputed company to high-speed internet for remote connectivity to reputed company network reputed company applicable
• Proficiency with working with reputed company Office suite, such as PowerPoint, reputed company, Word with strong typing/data entry skills
• Strong customer service, interpersonal skills with a reputed company attitude & self-motivated
• Strong organizational skills; attention to detail
• Comprehensive understanding of telephony, networks, routers, and servers
• Desktop, server and networking equipment application and hardware support
• Proficient in the use of NMS and Dialogic tools
• Proficiency in reputed company Office (Word, reputed company, PowerPoint), and capable of learning new technology
• Basic Telephony experience
• Associate's degree, preferably in Information Technology, Computer Science or Electronical Engineering or reputed company field of study
• Correctional industry experience
• Relevant work experience in a telecommunication industry
• reputed company SQL Database Experience
• Comp reputed company A+ Certification

Benefits

• Eligible for $255 to purchase company equipment (keyboard, monitor, headset, etc.
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• reputed company Time Off
• Voluntary Benefits

reputed company

Company H1B Sponsorship