Current Opportunities >> Network Support Technician (Evenings/Overnights)
Network Support Technician (Evenings/Overnights)
Summary
Title:Network Support Technician (Evenings/Overnights)
ID:1010
Location:Bristol, VA
Department:Operations
Description

 

Network Support Technician

 

POSTION OBJECTIVE:

  • Provide exceptional customer support and service to our customers
  • Respond to customer requests via telephone, email and chat communication channels
  • Troubleshoot and resolve customer service outages and problems in an effective manner, (Tier 1)
  • Work with other team members to coordinate response to network disruptions, including gathering information by contacting customers
  • Monitor and respond to network alarms, escalating as prescribed by procedures
  • A successful employee in this position has the opportunity to obtain the position of Network Support Specialist (Tier 2) after meeting experience, knowledge and performance requirements.

RESPONSIBILITIES

  • Responsible for responding to requests from Sunset customers for all services offered
  • Responsible for opening, updating and closing trouble tickets to track customer requests and issues
  • Responsible for troubleshooting customer issues and attempting to resolve them
  • Responsible for escalating discovered outages or abnormal network conditions following established escalation chain
  • Responsible for documenting monitoring activities including shift summaries and shift-change hand-off communication
  • Responsible for striving to provide first touch resolution
  • Responsible for providing exceptional customer service
  • Responsible for meeting individual performance metrics designed to ensure exceptional customer service and support
  • Responsible for performing other tasks as required to assist the company in carrying out its customer service mission, goals, and objectives, as circumstances may dictate.  This includes the short-term assignment to a wide range of other job functions and responsibilities which may be needed in situations where the loss of service to the company’s customers is threatened or restoral of service is required.
     

POSITION QUALIFICATIONS AND REQUIREMENTS

High school diploma or equivalent required. Two-year college degree preferred in a related field. Experience supporting Internet, telephone and or cable TV services is a plus. Experience in a service-provider industry is a plus.

KNOWLEDGE AND ABILITIES

Ability to communicate clearly and concisely, both in written and verbal formats. Ability to effectively navigate recent Microsoft Windows operating systems and Microsoft Office. Ability to focus on work for extended periods while working alone. Ability to stay alert and engaged during evening and night shift hours.

SHIFT:

Shift may vary from time to time. Shifts will primarily be late evening and night shift. This position has a 50 cent per hour shift-differential available.

WORKING CONDITIONS:

This position requires work indoors. Work requiring lifting of up to 25lbs may also be necessary on occasion.

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