Technical Support Technician

Technical Support Technician

Location: 

Gilmer, TX

Position Summary:

The Technical Support Technician provides troubleshooting, analysis, review, and escalation of troubles and technical issues related to the delivery & functionality of Etex services. In addition, the Technical Support Technician performs assessments, repairs, and maintenance of computers, network equipment (such as switches & routers), and mobile or other devices for companies and individuals. This position has frequent contact with customers and employees over-the-phone and in person. 

Full job description supplied upon request.

Position Duties:

• Diagnoses issues and makes recommendations for repair or replacement to customers and tests any new parts that are installed.
• Resolves issues remotely to reduce the need for sending technicians onsite.
• Monitors the quality of services delivered to Etex customers. Performs on-call responsibilities and renders responsive communication after-hours.
• Provides onsite support of Etex services for subscribers.  Tasks may include travel to customer site, recording of work performed, and submission of information for billing. 
• Provides support for installation and repair personnel or contractors.
• Evaluates, tests, reports on and assists in the release of new technologies or services. 
• Other duties as assigned by management.

Experience: 

• 2-3 years of related experience is required. Prior experience providing customer support is highly desired. 

Education:  

• High School diploma or equivalent required plus two years of technical, sales or customer service training. Prefer formal training telephony, technology or electronics. 

Certifications, Licenses & Registrations:

• Must have and maintain a valid driver’s Class - C driver's license. 

Safety Requirements:

• Must comply with all company policies, regulations, traffic laws, safety rules, and safe practices when driving a Cooperative vehicle and be properly licensed to operate said vehicle.  Must also attend any safety training as directed and observe safety policies, rules, regulations, and laws in the performance of duties.