Technical Support Technician

GoNetspeed is looking for a Technical Support Technician to join the team at the Network Operations Center in Rochester, NY (onsite). In this role, you will provide Level I support and may assist with select Level II troubleshooting while supporting both ILEC and CLEC operations across voice-switched, optical transport, and Internet/IP-based networks.

This position reports directly to the Technical Support Manager and includes collaboration with other work groups as needed.

Responsibilities

• Document ALL calls in the company Ticketing System.
• Explain complex technical issues to customers in a clear, easy-to-understand way.
• Provide professional support to both internal and external customers.
• Perform customer call backs as appropriate and support small business customers.
• Proactively monitor all in-service systems and respond appropriately to major events.
• Handle incoming customer repair calls.
• Serve as the first point of contact for technical support for customers and small business accounts.
• Perform duties as an ILEC and CLEC Dispatcher.
• Support new installation setup for data and/or voice.
• Resolve customer complaints of any type.
• Process trouble tickets for both data and voice customers.
• Deliver Level I and potentially some Level II troubleshooting and technical assistance for voice-switched, optical transport, and Internet/IP-based networks across ILEC and CLEC operations.
• Report directly to the Technical Support Manager and interface with other work groups as required.

Requirements

• At least 1 year of experience in troubleshooting one or more of the following: dialup internet, transport support, voice-switched services, or IP network technology.
• Experience with Microsoft Excel, Word, Access, and Visio is preferred.
• Experience and familiarity with WAN/LAN technology is preferred.
• Knowledge of telecommunications technology, products, and services.
• Strong self-motivation plus ability in administration, coordination, and prioritization.
• Ability to operate office equipment such as a personal computer and telephone systems.
• Skill in identifying and resolving subscriber problems.
• Professional and courteous communication with customers, employees, and business contacts.
• Ability to organize and prioritize multiple assignments in a fast-paced, changing environment.
• Strong attention to detail.

Education

• Associates degree or equivalent experience.

Compensation: USD 20 - 25 per hour.

Technologies: Microsoft Excel, Word, Access, Visio, WAN/LAN, personal computer, telephone systems.