Support Analyst

General Summary:

Provides technical support to PRTC's telephone, broadband, video, security and managed IT subscribers. Assists field technicians by providing technical support, provisioning services and dispatching and clearing trouble tickets. Performs service disconnect and reconnect services as needed. Any other assignments as deemed necessary by the Network Operations Supervisor.

Essential Job Functions:

• Responsible for answering the PRTC technical support line, entering troubles and troubleshooting customer issues over the phone.
• Responsible for troubleshooting and dispatching and clearing customer trouble tickets.
• Responsible for supporting field technicians as needed by providing technical and provisioning assistance.
• Performs required work necessary to complete assignment, installation and maintenance testing of subscriber services.
• Responsible for testing of all subscriber lines through remote facilities for installation and maintenance purposes. Have working knowledge of remote test facilities.
• Works with Installation Technicians and Cable Maintenance Technicians on installation and maintenance of subscriber services and associated facilities.
• Responsible for handling customer support requests promptly and accurately with a focus on customer satisfaction.
• Should escalate complaints accordingly and ensure customer issues are being resolved by the appropriate department.
• Serves as a personal link between PRTC and subscribers and the general public, on service problems and questions.
• Responsible for clearing trouble reports that are received on a daily basis.

Education and Experience:

• High school degree required.
• A+ or Network+ certification or equivalent is required.
• Qolsys and Alarm.com certification recommended.
• Experience and knowledgeable in network troubleshooting techniques.
• Knowledge and skills usually acquired through technical, basic electronics training, and two or more years of experience in IT, Central Office or Plant Operations.