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Technical Support Analyst

2 months ago

Buena Vista, United States Ultimate Staffing Full time

Ultimate Staffing is seeking skilled Help Desk Specialists to provide exceptional technical support.

Compensation: $20.00/hour

Position Overview:

In this role, you will deliver round-the-clock technical assistance via phone and email in a dynamic Help Desk setting, addressing and escalating WiFi/Internet and Telecom concerns for clients.

Key Responsibilities:

  • Technical Assistance: Diagnose and resolve issues utilizing tools such as Airwave, CMS, Service Now, and Microsoft Office.
  • Network Oversight: Support various Telecom technologies and ensure network health.
  • Repair Processing: Manage requests for mobility (cellular & radio) repairs and new orders.
  • Vendor Coordination: Oversee Work Being Performed and access requests for vendors.
  • Reporting Duties: Generate operational reports related to call metrics, telephony, and Wi-Fi performance.

Basic Qualifications:

  • Strong technical knowledge of Wi-Fi networks, DOCSIS, and GPON fiber.
  • Proficient in Microsoft Office applications, especially Excel and PowerPoint.
  • Excellent analytical, problem-solving, and communication abilities.
  • Exceptional customer service skills.
  • Willingness to work flexible hours, including weekends and holidays.
  • Ability to work independently as well as collaboratively.

Preferred Qualifications:

  • Experience with Service Now.
  • Familiarity with Aruba Airwave and Calix Management System.
  • Background in call center or customer service roles.

Education:

  • Required: Associate's degree or equivalent professional experience.
  • Preferred: Relevant experience with major telecom providers.

Additional Information:

This role will encompass support for WiFi, cellular, and guest-related issues, with initial Tier 1 support provided. A minimum of two years of experience is preferred.

Benefits: We prioritize our Ambassadors. Our comprehensive benefits package includes medical, dental, and vision coverage, along with 401k, sick leave, holidays, and more. We are an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status.