Technical Support Specialist II

1 week ago


Amarillo, Texas, United States AMA TechTel Full time
Job Overview

Inquire About Our Hiring Bonus


AMA TechTel is a rapidly expanding telecommunications firm seeking enthusiastic individuals for our Technical Support division as a Level II Technical Support Specialist.

The Technical Support team is responsible for providing inbound assistance for AMA TechTel's wide array of communication solutions, overseeing critical network operations, and executing repairs and upgrades on both hardware and software.


As a Level II Technical Support Specialist, your responsibilities will include monitoring the following services around the clock:

  • Wireless/VOIP
  • T1 Lines
  • POTS
  • DSL

You will also be tasked with reporting any network concerns to management within the designated timeframe as per company protocols, including:

Addressing inquiries from both residential and commercial clients to resolve technical issues related to all products offered.

Conducting follow-up calls after issues have been resolved to ensure customer satisfaction.

Reporting issues with partner service providers during off-hours and weekends.

Possessing a comprehensive understanding of all products to ensure representatives are confident in addressing any arising issues.

Diagnosing and repairing personal computers brought in for billable services.

Gaining knowledge of other departments' functions to assist after hours.

Monitoring ACD queues and managing call durations to minimize wait times.

Engaging with customers to resolve issues reported via the support email system.

  • Provisioning and de-provisioning the following services:
  • Wireless/VOIP
  • DSL
  • Email
  • Dial-up
  • Hot Spot Users

Managing account suspensions and restorations.

Maintaining monitoring software to ensure all data is accurate and current.

Providing monthly reports on wireless network capacity. Delivering exceptional technical support for all commercial inquiries to maintain our superior level of customer service.

Submitting tickets for resolution by our field services and managed services teams.

Performing additional duties as assigned.


Qualifications

  • High school diploma required; Associate's Degree in Computer Information Systems preferred.
  • CompTIA A+ certification is advantageous.
  • Experience in computer repair and software/hardware support preferred.
  • Familiarity with Microsoft operating systems.
  • Experience troubleshooting Outlook and other email applications, including mobile platforms.
  • Two years of relevant IT/Help Desk experience preferred.
  • Demonstrated computer proficiency with the ability to learn new software quickly.
  • General understanding of web hosting preferred.
  • Experience with ESI or Shoretel VoIP systems is a plus.
  • Familiarity with Metaswitch or CSX is advantageous.
  • Telecommunications experience is beneficial.

Skills

  • Ability to excel in a fast-paced environment and respond effectively to high-priority situations.
  • Strong teamwork skills, with the ability to work independently as well.
  • Excellent communication skills are essential.
  • Outstanding organizational abilities.
  • Self-motivated and enthusiastic.
  • Proven customer support experience with at least three years in a call center setting preferred.
  • Spanish language proficiency is preferred.

Benefits

  • We provide a competitive compensation package that includes excellent benefits such as 401K, health insurance, and a competitive starting salary.


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