#LI-DNI
Essential Functions and Primary Duties
Provides professional customer service and remote technical support via phone, email, or messaging application for end users, field technicians, and home office and management staff.
Assists with the installation, provisioning and maintenance of network equipment including routers, switches, managed power devices, and access points.
Assists with the installation, provisioning, configuration and maintenance of network connected VOIP phone systems.
Follows documented processes to ensure proper functionality and accurate data.
Troubleshoots and resolves connectivity and performance issues with broadband circuits including Fiber, Cable, DIA, and Cellular.
Troubleshoots and resolves issues with PC hardware, software, peripherals, networked printers and all related cables and terminations.
Assists field service technicians with complete branch office installations and moves.
Resolves issues or follows proper escalation procedures to ensure issues are resolved in a timely manner.
Opens and manages tickets for issues and provides regular detailed updates.
Conduct root cause analysis for recurring issues to prevent future incidents.
Works with hardware owners and project managers to develop and maintain training materials and documentation for field technicians, end users, and internal department use.
Serves as a liaison between technical teams and business stakeholders.
Provides remote training for end users and field technicians on new equipment, processes, and services.
Provides in-person training on all equipment and documented processes for new hires.
Assumes responsibility for related project work and duties as required or assigned.
Minimum Qualifications
Associates degree from an accredited college or two years of related work experience
Able to use general office equipment