NOC Support Technician

The Technical Support Engineer is responsible for effectively identifying and resolving networking remote connectivity problems for end users while providing excellent customer service.

 

Requirements

• Seasoned, experienced network knowledge of TCP/IP and related networking protocols (IPSEC, etc.)
• Knowledge of all xDSL, Cable, Fiber, wireless, EOC and VPN technologies
• 3-5 years + experience in technical support and customer service
• Excellent communication skills
• Ability to be an independent thinker, confident decision maker
• Ability to prioritize and work with multiple tasks in a fast paced environment
• Excellent analytical and problem solving skills.
• Self-motivated worker, strong team player and self-starter

 

Troubleshoot and resolve technical support issues via telephone for our customers utilizing xDSL, Cable, Fiber, wireless, EOC and VPN technologies

Coordinate with CLEC's, ILEC's and ISP's to resolve issues

Provide installation and desktop support (when required) to users

Production and configuration of router equipment (New Installs, RMA's, etc.)

Complete and update trouble tickets in an expedient manner

Communicate with Broadband Provisioning and ESS Engineering to ensure proper SLE's are met

Work all escalated technical issues to resolution, owning the process and communicating updates to the customer effected when necessary

Conduct and participate in all applicable customer meetings to discuss escalated and chronic support issues

Assist with reporting and analyzing of ticket trending to create opportunities to improve Tolt Solutions Customer Care services.

Perform all technical support in a highly professional and service oriented manner

Perform other duties as assigned

Participation in customer retention by providing regular updates to customer status meetings.

  #LI-DNI