Telecom Support Technician

**Overview**:
Kinex Telecom is seeking a Telecommunications Technician to join our team, located within Southside Virginia to provide support to clients located throughout Southside Virginia.

**Primary Responsibilities**:

- Identify and troubleshoot voice, data, and connection issues for customers across a variety of mediums
- Interact with and answer customer service-related questions.
- Track and record each phone call and provide a detailed description of the call.
- Follow up on existing tickets, escalating where necessary.

Kinex Offices are open to the public Monday - Friday, 8am to 5pm. We maintain a 24x7x365 support infrastructure with weekly rotating on-call (1 week a month). After-hours, technicians will be expected to call back enterprise/voice customers to open tickets and/or escalate issues based on practices consistent with severity. We also provide Saturday morning callbacks (paid).

**Qualifications and Attributes**:

- Customer service and telephone skills
- Problem solving, logical step-by-step troubleshooting
- Background in network topologies, technologies, and cabling standards
- Good writing and verbal communication skills
- Patience assisting technologically challenged users, less versed in modern technologies and capabilities, as they step out of a no-broadband/low-broadband environment and into true broadband
- Remote desktop/RMM familiarity (TeamViewer, SplashTOP, VNC, etc.)
- Router/Modem/Customer Premise Equipment troubleshooting to verify IP connectivity
- Some understanding of TCP/IP and troubleshooting network issues and utilizing system tools such as ping, traceroute, etc.

**Mandatory Requirements**:

- Driving a company vehicle will sometimes be necessary, so a relatively clean driving record is mandatory
- Reliable transportation to/from the office
- Access to phone/internet for on-call assignments
- No restrictions to enter schools or government facilities
- Traits such as honesty, integrity, and patience

**Highlights**:

- Company IRA
- Flex PTO
- On-call technicians receive additional compensation for internet and phone allowances.

Pay: $50,000.00 - $55,000.00 per year

**Benefits**:

- 401(k)
- Health insurance
- Paid time off

Experience level:

- 1 year

Schedule:

- 8 hour shift
- Monday to Friday
- On call

**Experience**:

- Help desk: 1 year (required)
- Windows: 2 years (required)
- VoIP: 1 year (preferred)
- Computer Networking: 1 year (required)

License/Certification:

- Driver's License (required)

Shift availability:

- Day Shift (preferred)

Work Location: In person