Business Technical Support I

SPECTRUM is seeking a Business Technical Support I in Charlotte, NC to serve as the primary technical contact for mid and large business customers. In this onsite role, you will help resolve issues across Spectrum data, voice, video, and managed services, coordinating with internal and external teams to keep business communications and network services operating reliably.

What you’ll do

• Act as the main point of contact for mid and large business clients, managing communications and escalations for Spectrum data, voice, video, and managed services
• Handle client-reported issues coming in via phone, trouble tickets, email, and portals while meeting established quality and productivity benchmarks
• Document technical issues in Spectrum systems and coordinate resolution efforts with internal and external teams
• Support network technologies including Fiber Internet Access, Ethernet, Unified Communications, Trunking, TV, Managed Network, Managed Security, and Managed WiFi
• Troubleshoot incidents involving WAN/LAN topologies, fiber and voice technologies, and large corporate hardware and software environments
• Maintain accurate client records in relevant tools and systems
• Advocate for client issues, track escalations, and provide timely updates during service-impacting events

Requirements

• Bachelor’s or associate degree in a technical field, or equivalent education and training
• 3-4+ years technical support experience in TAC, NOC, or contact center environments, or networking certification or training with 0-1 years related experience
• 0-1+ years of experience with at least one of: Fiber Internet Access, High Speed Data, Ethernet, Managed Network Services, Managed Security Services, Managed WiFi Services, Trunking, Unified Communications, or TV Services
• 0-1+ years network troubleshooting experience in a 24x7 Operations Center
• Ability to read, write, speak, and understand English
• Ability to deliver excellent client service
• Ability to identify, analyze, and troubleshoot technical issues efficiently
• Ability to isolate equipment, facility, and network component problems
• Ability to prioritize, organize, and follow established procedures
• Sound judgment and initiative
• Ability to master technical support tools and systems
• Knowledge of network protocols, routers, switches, VPN, CWDM, HFC plant, routing policies, WiFi, and VoIP platforms
• Knowledge of Windows, Word, Excel, and Outlook
• Knowledge of coax and fiber technologies
• Adherence to company policies, procedures, and standards

Technologies you may work with

• Fiber Internet Access, High Speed Data, Ethernet, Unified Communications, Trunking, TV
• Managed Network Services, Managed Security Services, Managed WiFi Services
• WAN/LAN topologies, fiber and voice technologies
• Network protocols, routers, switches, VPN, CWDM, HFC plant, routing policies, WiFi, VoIP platforms
• Windows, Word, Excel, Outlook
• TAC, NOC, 24x7 Operations Center
• Cisco or Juniper certifications such as CCENT, CCNA, JCNIA, JNCSP

Location and working conditions

• Charlotte, NC (onsite)
• Office-based environment

Salary

USD 21 - 38 per hour

Preferred qualifications

• Cisco or Juniper certification such as CCENT, CCNA, JCNIA, JNCSP, or equivalent