Level 1 Technical Support

Job Description

Job Description

Level 1 Technician

unWired is searching for an attentive Level 1 Technician to join our Technical Support team. Reporting to the Level 1 Supervisor, this position is responsible for supporting our growing customer base, providing first point of contact support via phone, chat, and email. This includes diagnosing, troubleshooting, and resolving technical issues, equipment inquiries, and providing technical assistance, support and guidance to customers.

Essential Duties:

• Provide client support and technical issue resolution remotely via phone and email.
• Configure client's equipment (Routers, Mac/Win PC’s, NVR’s, etc.) to connect to the Internet.
• Provide training to clients in the use of system and applications as related to Internet.
• Identify and correct or advise, on operational issues in client computer systems.
• Create new cases and document customer’s technical issues using company provided system, and update cases with progress of achieving the resolution.
• Assist other departments by answering technical questions originating from customers or other departments within unWired.

Required Knowledge, Skills and Abilities:

• One year of computer networking or other technical training, education or experience preferred.
• Working knowledge of wi-fi/radio equipment, home router set ups, and setup of generic networking devices like smart devices, IoT devices preferred.
• Obtain general understanding of OS and application operations related to company offered services.
• Excellent interpersonal, communication (written and verbal) and collaborative skills to work effectively with the team throughout the organization.
• Ability to interpret and apply complex technical information.
• Problem Solving: identifies and resolves problems timely; gathers and analyzes information effectively; develops alternative solutions; uses reason when dealing with emotional topics.
• Communication Skills: speaks and writes clearly and persuasively in positive and negative situations; responds well to questions, presents effectively in group meetings or settings, ability to read and interpret written information.
• Interpersonal Skills: focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; open to others’ ideas.
• Demonstrated attention to detail.
• Fluency in Spanish is helpful but not required.
• High School Diploma or related experience.

Benefits:

• 120-Day Performance Review
• Remote Work Opportunity: available after 9 months and when specified criteria are met
• Medical, Dental and Vision Insurance with company subsidies
• Company paid Life Insurance and AD&D
• Long Term Disability Insurance
• Flexible Spending Accounts
• 401K with generous company contributions, including discretionary Profit-Sharing contributions
• Holiday, Vacation and Sick paid time off
• Complementary internet connection

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Company Description

Fresno based unWired Broadband was founded in 2003 with the goal of delivering fast, reliable Internet connections to homes and businesses in rural and underserved areas. Strong demand, fueled by increasing needs for connectivity, have led to 23 years of continuous growth. We currently cover over 19,000 square miles between Corning and the base of the Grapevine. Over 200 tower sites are strategically located to cover the rural and underserved areas that have been ignored by DSL, cable and fiber carriers.

Please view our privacy policy at -privacy-policy

Company Description

Fresno based unWired Broadband was founded in 2003 with the goal of delivering fast, reliable Internet connections to homes and businesses in rural and underserved areas. Strong demand, fueled by increasing needs for connectivity, have led to 23 years of continuous growth. We currently cover over 19,000 square miles between Corning and the base of the Grapevine. Over 200 tower sites are strategically located to cover the rural and underserved areas that have been ignored by DSL, cable and fiber carriers.\r\n\r\nPlease view our privacy policy at