Support Technician I

Job Description

Job Description

ABOUT THE JOB

Technical Support Tier 1 under general supervision will 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. The Tier 1 Support Techs work within the Dobson ticketing system to create detailed work logs and technical documentation in resolving customer issues. 

ESSENTIAL FUNCTIONS/KEY RESPONSIBILITIES

• Identify and interpret customer needs and determine appropriate action.
• Perform Support for a variety of DSL/FTTH/VOICE solution problems. This will require troubleshooting and in-depth telephone support to analyze and resolve reported troubles. 
• Provide professional customer service skills such as positive language, communications skills, problem solving skills, 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 ticket.
• Identify problems and risk areas and be able to 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.
• Other duties as assigned.
• Collaborate with business stakeholders to gather requirements, provide technical expertise, and recommend best practices.

QUALIFICATIONS 

• 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.

SAFETY EXPECTATIONS

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

ENVIRONMENTAL / WORKING CONDITIONS

• Work is primarily performed in a professional office environment.
• Occasional business travel may be required based on business needs.

PHYSICAL REQUIREMENTS

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

Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.