Summary (Mon- Fri 11am-8PM)
The role of Help Desk Technician is responsible for providing technical support to Mainstream Fiber Internet customers. HD Techs are responsible for tasks assigned by the Company in connection with service order and installation activation for residential customers. These tasks may include, but not be limited to, installation, maintenance and repair of voice, data, and/or service either remotely or at the customer premise.
Role and Responsibilities
Works on assignments that are moderately complex in nature where judgement is used to resolve problems and make routine recommendations
Monitors and notifies management when similar frequent issues occur so that appropriate action can be taken
Work will generally be full time in an office settings, although overtime may be required, along with site visits to customer locations as needed
May be required to perform additional duties and tasks as required by the Company
Respond to request for assistance by phone, email, and system alerts/tickets
Create, update, and provide follow up for tickets created in Mainstream’s customer relationship management portal
Logs customer problems and tracks calls through resolution
Escalate details of issues to NOC support if required
Ensure timely escalation of customer problems by assigning priority and resolution
Follow established documented procedures, and identify potential improvements
Provide triage and support for network and circuit outages
Perform additional tasks as assigned
Qualifications and Education Requirements
High School Diploma or equivalent education, required
Experience in troubleshooting basic networking related issues: including routing, switching, firewalls, and DHCP
Exposure to VOIP phones and knowledge of basic function
Ability to identify and distinguish audible tones/levels and colors
Ability to communicate naturally and pleasantly over the telephone
Requires alertness and attention to detail with ability to work under stress
Preferred Skills
Associates or Bachelors’ degree in related field, preferred
Network+ Certified, preferred
Additional Notes
Position is remote-based, following necessary in office training
Please note the Help Desk at Mainstream is NOT a traditional PC Help Desk. There is no computer troubleshooting required, past knowing how to run speed tests, verifying the end user equipment is receiving an IP address, and other basic network checks
Mainstream Fiber Networks reserves the right to modify, interpret, or apply this job description in any way the organization desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise.
Mon- Fri 11am-8PM