As a Help Desk Coordinator II, you will play a pivotal role in delivering top-tier support and ensuring a seamless experience for our customers. Your expertise will be instrumental in guiding our customers through troubleshooting steps for their network issues, addressing internet-related concerns on customers' devices, and effectively resolving network equipment issues.
The shift for this position is 10 AM - 9 PM EST Wednesday - Saturday (4 days at 10 hours) but we can convert that to a 5 day work week with 8 hour days if preferred. There is a 3 week training program from 10 AM to 7 PM EST, Monday-Friday.
PRIMARY RESPONSIBILITIES
- Address network, device (e.g., laptops, cell phones, tablets, TVs, game consoles), and equipment issues, resolving them effectively.
- Accurately assess whether Tier I support tickets should be dispatched or escalated to Tier III for additional assistance.
- Conduct remote troubleshooting for network-related problems.
- Identify access points and evaluate their functionality, including heartbeats and the number of users.
- Determine the necessity of rebooting wireless access points to resolve connection issues.
- Utilize MAC addresses to ascertain the connection status of devices.
- Resolve cable and video-related issues.
- Reboot POE injectors, wireless access points, receiver racks, and other devices managed by the remote power controller.
- Rectify video and programming problems on Dish Smart Boxes.
- Handle matters escalated from property staff.
- Perform other duties as assigned.
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- Possession of a High School Diploma or GED.
- Proficiency in network and wireless troubleshooting.
- More than 2 years of experience in customer service.
- Over 1 year of technical support experience.
- Strong written and oral communication skills.
- Exceptional telephone etiquette.
- Detailed documentation capabilities.
- Strong technical troubleshooting skills
- Exceptional problem-solving abilities
- A genuine passion for helping others
- Effective communication skills
- A desire to be an integral part of a dynamic and supportive team
- Familiarity with Ruckus, Juniper, and Cambium Access Points.
- Experience with Zendesk or another ticketing system.
- Previous work experience with an Internet Service Provider (ISP). #LI-REMOTE #LI-JL1
