Tier II Help Desk Agent
Elauwit is committed to hiring talented, dedicated, and creative individuals that are looking for a rewarding and challenging career opportunity – and we need you! We are a rapidly growing national telecommunications company that is seeking a Tier 2 Help Desk Customer Service Representative for our Network Operations Center in West Columbia, SC!
KEY RESPONSIBILITIES:
- Troubleshoot network, devices (laptops, cell phones, tablets, TVs, game consoles, etc.), and equipment issues
- Accurately determine if Tier I tickets should be dispatched or escalated to Tier III for additional assistance
- Remotely troubleshoot switch configuration issues• Locate access points and determine level of functionality (heartbeats, number of users, etc.)
- Determine if and when wireless access points need to be rebooted to fix connection issues
- Use MAC addresses to find out connection status for devices• Dish Satellite or DTV cable troubleshooting
- Reboot POE injectors, wireless access points, receiver racks and other items on the remote power controller
- Correct video and programming issues on sentinel server, COM 1000, IRK, HDHR
- View logs and interface counters and status
- View MAC address table to locate devices
- Search and locate the IP address for the remote power controller
- Understand how to determine what Sites have NA Gateway
- Understand how to reboot access points in Zone director and UniFi
REQUIRED QUALIFICATIONS:
- High School Diploma/GED equivalent
- Network and Wireless troubleshooting experience
- 2+ years of customer service experience
- 3+ years of technical support experience
- Strong written and oral communication skills
- Refined telephone etiquette
- Excellent listening ability
- Extremely proactive
- Proactive problem solving and critical thinking skills
DESIRED QUALIFICATIONS:
- Associate’s degree or four-year college degree
- A+ and Network+ certification
- Knowledgeable with Microsoft Office
- Thorough note taker
- High attention to detail
- Natural ability to multi-task while handling all job-duties proficiently
- Team player
Do you have A+ and Network+ certifications?
Are you able to work various shifts?
Please know that this is a 24 hour operation. You must be flexible to work weekends, nights, and some holidays.
REQUIRED EXPERIENCE:
customer service: 2 years
technical support: 3 years