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Technical Support Specialist II

2 months ago

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Job Overview

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

The Technical Support department is responsible for providing inbound assistance for AMA TechTel's extensive range of communication solutions, overseeing critical network operations, and executing repairs and enhancements on computer systems 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 notifying management of any network complications within the established timeframe as per company protocols, along with:

Addressing inquiries from both residential and business clients to resolve technical challenges related to all products offered.

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

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

Maintaining a comprehensive understanding of all products to ensure representatives are well-equipped to handle any arising issues.

Diagnosing and repairing customer personal computers submitted for billable services.

Acquiring knowledge of other departmental functions to assist with after-hours operations.

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

Engaging with customers to resolve any issues reported through 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.

Ensuring monitoring software is maintained and that all data is accurate and current.

Providing monthly reports on wireless network capacity. Delivering exceptional technical support for all commercial inquiries to maintain our high 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 a plus.
  • Experience in computer repair and software/hardware troubleshooting preferred.
  • Familiarity with Microsoft operating systems.
  • Experience troubleshooting Outlook and other email applications, including mobile versions.
  • Two years of relevant IT/Help Desk experience preferred.
  • Demonstrated computer proficiency with the ability to learn new software.
  • General understanding of web hosting preferred.
  • Experience with ESI or Shoretel VoIP systems is advantageous.
  • Experience with Metaswitch or CSX is a plus.
  • Telecommunications experience is beneficial.

Skills

  • Ability to excel in a fast-paced environment and respond effectively to high-priority situations.
  • Strong teamwork skills as well as the ability to work independently.
  • Excellent communication skills are essential.
  • Strong organizational skills are required.
  • Enthusiastic and self-motivated individuals are preferred.
  • Proven customer support experience with at least three years in a call center environment is preferred.
  • Ability to communicate in Spanish is a plus.

Benefits

  • We offer a competitive compensation package that includes excellent benefits such as 401K and health insurance.