Dobson Careers
Support Technician Tier II
- Job Title
- Support Technician Tier II
- Job ID
- 27737892
- Location
- OKC, OK, 73134
- Other Location
- Description
-
Job Description:
Under general supervision, provide technical software, hardware, and network configuration and support for voice and internet services across Dobson's family of product offerings using step-by-step solutions in a call center environment.
Scope:
The Tier 2 Support Techs work within the Dobson operating system to create detailed work logs and technical documentation to resolve customer trouble issues and configure new services for a rapidly growing customer base.
Duties:- Provide Advance troubleshooting support for Tier 1 escalations of various DSL/FTTH/FTTB/VOIP solutions.
- Work with and train Tier 1 Support Techs in advancing troubleshooting skills and knowledge of Dobson products and offerings.
- Manage field service technicians through the resolution of customer trouble tickets and installations.
- Provision, test, and turn up all service requests for new or modified services as they are required.
- Monitor open trouble incidents and ensure timely resolution.
- Manage field service technicians through the resolution of the customer trouble tickets.
- Identify problems and risk areas and be able to advise management of actions required to mitigate their impact.
- Notify management of major network outages and resolutions.
- Participate in the on-call rotation as agreed by the Support Team.
- Other duties as assigned.
- High School, Vocational, or applicable short-course diploma.
- 3 to 5 years of experience working in a Help Desk/Tech Support position.
- Working knowledge of various operating systems, routers, and network elements.
- Ability to perform basic system administration functions to assist network engineers with day-to-day maintenance.
- Microsoft, A+, or MCP certification
- Cisco CCNA certification
• Flexible Shift Schedule
• On Call Rotation
• Positive Mental Attitude