Support Jobs in Shallotte, NC

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Business Technical Support Specialist

FOCUS Broadband Shallotte, NC

Shallotte, NC

Today

Full time End User Support Incident Management Information Technology (IT)

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Job Description

FOCUS Broadband seeks a Business Technical Support Specialist for onsite support in Shallotte, NC, providing remote troubleshooting, coordination for on-site help, and reliable ticket documentation.

Responsibilities

Receive and respond to business customer requests via telephone, email, and other support channels
Troubleshoot service issues and deliver remote support to resolve problems when possible and reduce unnecessary truck rolls
Provide technical support for business services including broadband, managed routers and switches, managed wireless networks, and IP-PBX phones and related equipment
Support webmail/email and other supported business products and services
Use remote desktop and other diagnostic tools to identify issues, determine resolution steps, and assist with customer implementation
Create, update, prioritize, and route support tickets to BSG technicians, IT Support, and other departments; monitor ticket activity
Review service orders and process applicable post-installation changes for billing accuracy
Manage multiple concurrent customer issues and assignments in a fast-paced environment with frequent interruptions
Program and configure business network and communications equipment for BSG and IT installations, including hosted phone handsets, managed routers, and switches
Communicate clearly and professionally with customers and internal teams, verbally and in writing, including when explaining technical information
Maintain regular, timely attendance
Ability to work overtime and outside regularly scheduled hours as business needs require
Perform other assigned duties and special projects
Participate on behalf of the company in community and company-sponsored activities as requested
Attend safety meetings, complete safety and security trainings, and maintain a safe working environment
Continuously maintain and enhance job-related knowledge through professional learning and development

Requirements

High school diploma or equivalent required; associate degree in a related technical field preferred
CompTIA Network+ preferred at time of hire and required within 12 months of employment
2-3 years of technical support, service coordination, dispatching, or related experience preferred
2-3 years of call center experience preferred
2-3 years of experience working with ticketing software preferred
Must have and maintain a good driving record and a valid driver’s license
Ability to prioritize and manage multiple concurrent tasks in a fast-paced environment while maintaining accuracy and meeting deadlines
Strong written and verbal communication skills with customers, coworkers, and business contacts
Ability to perform detailed work accurately, including reviewing information for completeness and identifying discrepancies or errors
Ability to learn and apply new processes, procedures, systems, and technical information through formal training and on-the-job instruction
Knowledge of ticketing systems for accurately creating, documenting, updating, prioritizing, and tracking service or troubleshooting requests through resolution
Knowledge of basic business telecommunications concepts and ability to learn FOCUS Broadband business products and services (broadband, managed routers and switches, IP-PBX/VoIP systems and equipment)
Strong working knowledge of Microsoft Windows operating systems and applications; PC hardware and peripherals; printers; routers and switches; Ethernet and TCP/IP; networking hardware and topologies; and remote desktop/terminal server technologies
Ability to use ticketing, remote-support, programming, configuration, and troubleshooting tools to diagnose, document, and resolve technical issues
Ability to program and configure business network and communications equipment in accordance with established procedures
Ability to analyze technical issues, determine troubleshooting steps, and identify when escalation or on-site support is required

Technologies

Remote desktop
CompTIA Network+
Microsoft Windows operating systems and applications
TCP/IP
Ethernet
Terminal server technologies
Ticketing software

Benefits

Competitive salaries
401k company contribution plus a tiered match
Employer-paid premiums for Medical, Dental, and Vision coverage for employees
Employer-paid Short-Term and long-term Disability coverage
Employer-paid AD&D (Accidental Death & Dismemberment) and Term-life
On-site clinic available Monday-Friday
Wellness Bonus Program including gym reimbursement
Tuition reimbursement
Generous PTO & paid holidays

Physical Abilities

Constantly remain in a stationary position (sitting or standing) for extended periods while performing computer-based tasks
Constantly operate a computer, keyboard, mouse, and standard office and telecommunications equipment with repetitive motion and precision
Constantly communicate with customers, coworkers, and internal teams via phone, email, video, and other electronic methods
Constantly view and interpret information on a computer screen for extended periods, including the ability to adjust focus and maintain close vision
Occasionally move about the workspace to access equipment, materials, and collaborate with others
Occasionally lift, carry, or move items up to 10 pounds
Occasionally bend, stoop, or reach to perform job tasks

Working Environment

Professional office environment with moderate noise levels
Extended use of computer systems, multiple monitors, and communication tools throughout the workday
Frequent interruptions, high call volumes, and time-sensitive tasks with competing priorities
May include limited exposure to varying indoor environmental conditions (temperature fluctuations, noise, or dust)

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