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