NOC Support Technician

Pomeroy

About The Position

The Technical Support Engineer is responsible for effectively identifying and resolving networking remote connectivity problems for end users while providing excellent customer service.

Requirements

Seasoned, experienced network knowledge of TCP/IP and related networking protocols (IPSEC, etc.)
Knowledge of all xDSL, Cable, Fiber, wireless, EOC and VPN technologies
3-5 years + experience in technical support and customer service
Excellent communication skills
Ability to be an independent thinker, confident decision maker
Ability to prioritize and work with multiple tasks in a fast paced environment
Excellent analytical and problem solving skills.
Self-motivated worker, strong team player and self-starter

Responsibilities

Troubleshoot and resolve technical support issues via telephone for our customers utilizing xDSL, Cable, Fiber, wireless, EOC and VPN technologies
Coordinate with CLEC's, ILEC's and ISP's to resolve issues
Provide installation and desktop support (when required) to users
Production and configuration of router equipment (New Installs, RMA's, etc.)
Complete and update trouble tickets in an expedient manner
Communicate with Broadband Provisioning and ESS Engineering to ensure proper SLE's are met
Work all escalated technical issues to resolution, owning the process and communicating updates to the customer effected when necessary
Conduct and participate in all applicable customer meetings to discuss escalated and chronic support issues
Assist with reporting and analyzing of ticket trending to create opportunities to improve Tolt Solutions Customer Care services.
Perform all technical support in a highly professional and service oriented manner
Perform other duties as assigned
Participation in customer retention by providing regular updates to customer status meetings.