Support Technician I

About the role

Under general supervision, provide technical software, hardware, and network problem resolution for Dobson Residential voice and internet users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. Tier 1 Support Technicians work within the Dobson ticketing system to create detailed work logs and technical documentation while resolving customer issues.

Responsibilities

• Identify and interpret customer needs and determine appropriate action.
• Perform support for a variety of DSL/FTTH/VOICE solution problems, including troubleshooting and in-depth telephone support to analyze and resolve reported issues.
• Provide professional customer service, including positive language, communication skills, problem-solving, flexibility, and obsessive attention to detail.
• Work with other Support Team Members to resolve reported trouble incidents and ensure timely resolution.
• Monitor open trouble incidents and ensure timely resolution.
• Manage field service technicians through resolution of customer trouble tickets.
• Identify problems and risk areas and advise management of actions required to mitigate their impact.
• Notify Tier 2 Support of any potential problems or areas of concern.
• Participate in the on-call rotation as agreed by the Support Team.
• Collaborate with business stakeholders to gather requirements, provide technical expertise, and recommend best practices.
• Other duties as assigned.

Requirements

• High School, Vocational, or applicable short course diploma.
• 2 to 4 years of experience working in a Help Desk/Tech Support position.
• Working knowledge of various operating systems, routers, and customer premise equipment.

Desired Qualifications

• Microsoft, A+, or MCP certification.
• Cisco CCNA certification.

Special Requirements

• Flexible shift schedule.
• On-call rotation.

Working Conditions

• Work is primarily performed in a professional office environment.
• Occasional business travel may be required based on business needs.
• Requires the ability to communicate effectively and utilize standard office technology and equipment.
• May require remaining in a stationary position and moving throughout the work environment as needed to perform job responsibilities.

Safety Expectations

Compliance with company safety policies, PPE, safe driving, DOT requirements, etc.

Physical Requirements

Ability to perform the essential functions of the position with or without reasonable accommodation.