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Tier 2 Support Specialist

3 months ago

Brownsville, United States Lit Fiber, LLC Full time
Job DescriptionJob Description

Tier 2 Support Specialist

Job Description

There's a pride that comes with connecting people to the world around them. For Medina Fiber customers, that connection point is made possible by the hard work of our entire organization. Our Tier 2 Support Specialist will play a vital role in ensuring that our customers' experience is top-notch

Tier 2 Support Technician is a technical role responsible for providing support services to our customers. This role will involve providing ticket resolution, help desk troubleshooting assistance, as well as providing support and resolution for internet/voice services and/or ISP-supported equipment, such as ONTs, routers, telephone equipment, and related devices. The Tier 2 Support Technician maintains good relations with customers while following policy guidelines pertaining to service connection and availability. Keeps records and logs appropriate to services rendered and enters information into the OSS/BSS system. Performs related work as required.

Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • Able to present technical information to a non-technical audience
  • Able to accurately maintain records, logs, reports, work orders, etc.
  • Able to handle escalations and time-critical issues
  • Experience with ticket management systems
  • Field incoming customer calls and emails, as well as respond to inquiries/comments/questions via messaging platforms
  • Troubleshoot customer connection issues
  • Basic understanding of VoIP systems
  • Ability to learn new software to complete required tasks
  • Resolve customer complaints in a courteous manner
  • Bilingual Spanish/English with strong communication skills, both written and spoken

Qualifications:

  • 1+ year of Help Desk, End User Support, or similar technical support experience
  • 1+ year of Troubleshooting laptops, desktops, cell phones, TV, tablet, and IoT devices.
  • 1+ year experience performing basic troubleshooting of Windows, IOS, and Android operating systems
  • Fundamental understanding of hardware components with functions, VoIP systems and the ability to troubleshoot them
  • The ideal candidate will have one (or more) of the below certifications:
    • CompTIA A+, Fundamental+, Network+, or similar Entry-level technical support certifications
    • Comfortable navigating/troubleshooting all aspects of Layer 1 & 2 of the OSI model
    • Basic network troubleshooting such as ping, trace routes, IP renews, etc.

Employment Type: Full Time


Lit Fiber Equal Opportunity Program Policy

The employees of Lit Fiber represent a talented and diverse workforce. Achieving the full potential of this diversity is a business priority that is fundamental to our competitive success. A key element in our workforce diversity programs is Lit Fiber' commitment to equal opportunity.

Business activities such as hiring, promotion, and compensation of employees, are conducted without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, situation or age. These business activities and the design and administration of Lit's benefit plans comply with all applicable laws, including those dealing with equal opportunity. For qualified people with disabilities, Lit Fiber makes workplace accommodations that comply with laws applicable to the company, and which Lit Fiber determines are reasonable and needed for effective job performance. In respecting and valuing the diversity among our employees, and all those with whom we do business, managers are expected to ensure a working environment that is free of all forms of harassment.

This policy is based on sound business judgment and anchored in our Lit Fiber values. Every manager at Lit Fiber is expected to abide by our policy, and all applicable laws on this subject, and to uphold our commitment to workforce diversity.