IT Support Technician

Job Description

Job Description

Who we are:

Madison Communications is a nationally recognized communications company located in Southwest Central Illinois. We are a premier provider of data, voice and video communications utilizing cutting edge technology. Madison delivers a wide array of Enterprise and Consumer products and services while providing superior customer support.

General Summary:  

Provides customer service and technical support to internet customers. Gathers relevant information, diagnoses, troubleshoots and resolves customer problems and issues. Researches complex internet problems and issues to determine solutions. Updates customer internet account information as appropriate.

Essential Job Functions:

• Provides technical support to internet customers by taking phone calls and escalations regarding service issues. Gathers relevant information, diagnoses, troubleshoots and resolves customer problems and issues. Enters call information into tracking software program.
• Researches complex internet problems and issues to determine solutions. Follows-up to ensure customer issues are resolved.
• Assists with CPE inventory and refurbishment.
• Accesses customer user accounts to make changes to customer information and accounts as appropriate.
• Uses TCP/IP and other test utilities to test and troubleshoot connectivity problems.
• May perform special internet-related projects as requested.
• Troubleshooting Windows workstations and email clients.
• Resetting passwords.
• Managing user accounts.
• Updating permissions.
• Administering Active Directory or Exchange.
• Installing software.
• Reviewing mail flow or server health.
• Monitoring network elements and systems.
• Server administration for Linux and Windows.
• Communicating with other departments.
• On-Call rotation for after-hours support.
• Work a shared Saturday rotation.
• Performs all other related duties as assigned by management.

Knowledge, Skills, and Abilities:

• Knowledge of OSI Model, IP protocols and programs.
• Knowledge of TCP/IP and other test utilities.
• Knowledge of web browsers, operating systems, email clients, internet applications, customer-premises networking, and browser-based service and provisioning platforms.
• Knowledge of or ability to learn technologies DOCSIS/HFC, Fiber, DSL and associated CPE.
• Ability to learn, understand, and consistently apply company policies, procedures, products, services, and escalation requirements.
• Skill in problem solving and resolution.
• Ability to communicate with customers, co-workers and various business contacts in a professional and courteous manner.
• Ability to organize and prioritize multiple work assignments.
• Ability to pay close attention to detail.
• Ability to read and interpret technical documents.

Education and Experience:  

• Bachelor’s Degree in computer science or equivalent experience preferred.
• One to two years of experience in internet customer service also preferred.
• Cisco CCNA
• Network+
• A+
• Advanced certifications and training desirable.

Madison values intellectually curious-minded professionals who are interested in aggressively learning and sharing new concepts and skills to support an independent, family-owned business in expansion opportunities and partnerships needed to effectively compete. Accordingly, consideration will be made for candidates that have business experience outside of the specifications listed above. Salary will be based on experience, skill level and education for the target position. Madison offers a generous benefits package, including medical, dental, vision coverage, and life insurance; company paid 401k program; company paid holidays; paid sick and personal time-off; free or discounted high-speed internet, TV and phone services; and educational reimbursement. Madison is an equal opportunity employer.

• Find Us At  

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance
• Work Location: In person

Madison Communications is a nationally recognized communications company located in Southwest Central Illinois. We are a premier provider of data, voice and video communications utilizing cutting edge technology. Madison delivers a wide array of Enterprise and Consumer products and services while providing superior customer support.

Company Description

Madison Communications is a nationally recognized communications company located in Southwest Central Illinois. We are a premier provider of data, voice and video communications utilizing cutting edge technology. Madison delivers a wide array of Enterprise and Consumer products and services while providing superior customer support.